Rolling out an effort to improve employee engagement and customer experience? It’s not a one-and-done training program. Training is one piece of the puzzle. Another piece relates to how leadership communicates service expectations and keeps the customer service training alive for the team.
Here are 5 best practices we share with our customers for keeping their customer service culture alive!
Stories Worth Sharing
The practice of intentionally noticing, collecting and sharing stories of red carpet hospitality for the purpose of connecting emotionally and inspiring your team members to deliver exceptional customer service.
Red Carpet Recognition
Formal and informal recognition practices to show appreciation for your team AND to reinforce and reward examples of red carpet hospitality. Remember to tie your recognition into your customer service standards and your core values.
Red Carpet Rounding
The practice of walking around the building for the express purpose of connecting with your team members, noticing the stories worth sharing, getting their input and feedback, and just checking on them personally. Get to know your team members as individuals. Call them by name; ask about their day, their families, etc.
Red Carpet Revelry used to mark the achievement of each milestone with your team. These are mini celebrations to help keep the momentum going as you head towards your larger goals.
52 Weeks of Customer Service
The weekly practice of reinforcing customer service or hospitality principles. These are done at shift meetings, all staff meetings, in-person, virtually, and anywhere or any way you communicate with your team. The idea is to keep the customer service conversation going.
Just say no to the flavor-of-the-year customer service effort. Consistently communicate your service philosophy and standards using these five ideas and keep your culture alive!
Donna Cutting is the Founder & CEO of Red-Carpet Learning Systems, Inc., a consulting firm which provides tools and training to help organizations build cultures of engaged employees delivering consistently excellent customer service. She’s the author of two books on the topic, including 501 Ways to Roll Out the Red Carpet for Your Customers, and is working on her third as of January 2019. To learn more about how we can help you improve employee engagement and customer happiness, email us at STARS@redcarpetlearning.com and ask for a complimentary consultation.