It is not hard to set a goal for good buyer service. Reaching that goal is someone else matter entirely. Facing your employees in a meeting and telling them we will give our customers nothing but our best is only the beginning. It is getting great as the days, weeks and months roll by that can be tough.
I sat in a meeting the other day as we discussed how to motivate habitancy to do what we wanted them to do. As usual many suggestions were made about how to turn bad behavior and attitudes. Stories were related about discipline and consequences as they related to other experiences. One annotation however, stopped us cold. The quiz, was asked "Do you bonus as well as you punish"?
Customer Service
There was approximately a social sigh, "We're not stupid, we have incentive programs and awards in place". Yes but are they meaningful and do they recognize and bonus on the same level for good behavior as you reprimand or punish bad. It is easy to quickly jump on a mistake because you want to get rid of it, but do you just as quickly jump on good service when it happens.
The first thing you need to do is post your buyer service goals for all to see. A whiteboard by the time clock or breakroom will do just fine. Let them know this is serious. Their jobs depend on it. You want them know they are engaged in helping the company. They are placing themselves in the behalf stream of the company and are responsible while they are there.
Tell them the buyer is the most important man in the place. Even more important than you. Let them know that you will be watching for ways to help them enhance and that both ends of the spectrum will be noted. This will ring true for them.
Most employees remember when they have been read the riot act for an infraction. Few can remember when they are told "good work" or "nice job". I remember playing football for a hard driving son of a gun coach who approximately never gave a good word to any of his players. He was from the old school where you motivated by fear. Sadly that didn't work with all of his players. Some, myself included wanted to here an "atta boy" on occasion.
It needs to be warranted. Nobody wants insincere praise, but when it was given for a job truly well done it can go along way in getting the behavior, that earned in the beginning, to be repeated. A well located compliment for knocking a man down on a particular play will get you two knocked down on the next. Of policy that will wish more exertion to put the second man down, but it is an exertion freely given because of a small number of distinct motivation.
If you want exquisite buyer service out of your staff you need to work both ends. Spoton the problems and bonus the proper actions. You will be surprised at the speed your staff achieves your goals.It is never a bad thing to use a microscopic grease to get the wheels moving. As long as it is the proper grease and in the right amount.
buyer service - Getting What You Want From Your Employees
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