Skip to content

Paula Marshall's Blog

The musings of a female CEO, trying to change the way business is done.

If you expect all your employees to create a unified effort to ensure your customers are happy, you must train them on what that unified effort is. If you don’t have any idea what you want that to look like, study some cases of companies that have great customer service. It can be a local small business with whom you had a great experience, or a large corporation.

Advertisements

I am experimenting with a new format today. I received this question from one of my friends on Facebook. I would like to address it as well as I can using the principles laid out in my book.

“Hi I have read alot of your materials, but have you written any thing I can use for my staff? Especially in regards to eliminating poor customer service and building employee morale. I would like to use it as a tool for my first meeting with new staff. Thanks”

–Racquel G.

Racquel–

First, I want to thank you for thinking of me to answer your questions. I am going to try to address Customer Service and Employee Morale as best as I can here, but remember this is a blog. I could write another book on just these subjects alone, but this will get you started.

Improving Customer Service

9 times out of 10 bad customer service is  linked to a lack of training. Especially in small businesses, when all the essential functions are handled in one office. In big corporations, bad customer service has to do with outsourcing, language barriers and a lack of valuing employees. However, in a small office, we often don’t have the resources  or the time to train new employees as much as they should be trained. Much of the time, we just throw them in for OTJ (On The Job) training and assume they will pick it up. This is a grave mistake. If you expect all your employees to create a unified effort to ensure your customers are happy, you must train them on what that unified effort is. If you don’t have any idea what you want that to look like, study some cases of companies that have great customer service. It can be a local small business with whom you had a great experience, or a large corporation. Apple is one company who sets the bar in customer service. Even if you just go into the Apple Store, and study how the employees relate to the customers. Take notes. From your notes you should have some idea what you want your Customer Service plan to look like. Even if its as simple as “The customer is always right,” or “Always smile, be cheerful, and be as helpful as possible.” The next step is enacting it. Train your employees from the moment they walk in the door, let them know what is expected of them. This way, when an expectation is met, there can be a reward and when an expectation is not met, there can be punishment or grounds for termination. I can’t stress enough how important training is. Training will help you showcase your brand and what type of company you are.

Employee Morale

Raising employee morale, or increasing Employee Engagement, is one of the topics I get asked about the most. Happy, dedicated employees are the holy grail, some would tell you. Well I don’t think it’s that hard to develop better morale, but it does take some time. People thrive on relationships. Feeling as though we belong and that people care about us is the center of our core being. If your employees don’t feel cared for, or valued then they will start to detach. They will begin working as robots, without really investing themselves. This is when errors and bad customer service start to become a problem. Building trust and relationships takes time, and understanding. Your employees have to understand that you wont just fire them at the drop of a hat, that you want them to succeed. This means having the courage to confront people when there’s a problem, but doing so because you are concerned about the person as well as your business. If you don’t know where to begin, I have some suggested reading material that will help you find your way into a more caring and soulful business environment.

The Seven Acts of Courage: Bold Leadership for a Wholehearted Life by Dusty Staub

The Seven Habits of Highly Effective People by Stephen Covey

I hope this has helped and good luck with your business!

Tags: , , ,

%d bloggers like this: