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Encouraging great customer service

To foster positive relationships with consumers, managers should recognize employees who provide excellent service.

Customers often return to do business if they’re treated well and assisted by staff members. To foster positive relationships with consumers, managers should recognize employees who provide excellent service. According to Mitchell Osak, managing director of Quanta Consulting Inc., clients respond strongly when employees go the extra mile, and there are ways that supervisors can encourage their workers to rise above expectations.

Forming a team centered on good service starts with hiring. Recruiters should watch for indications that candidates connect well with others and invest themselves in their work, Osak said. For example, some businesses use psychological profiling to assess candidates. Flavio Martins, vice president of customer support at DigiCert, Inc., emphasized in Business2Community that it’s easier to provide consistent customer service when employee turnover is low. Therefore, engaging employees with incentives and a positive work environment can have a big impact on consumer relations.

In addition to leading by example, managers can bring out the best in their employees by identifying and sharing good ideas, Osak suggested. Not only does this inspire other workers with new ways to stand out, recognizing individual efforts provides important validation. Employee reward and recognition programs can be a useful tool in establishing expectations and acknowledging extraordinary service.

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