How do you effectively communicate the value of excellent customer service to your team members?

Realizando um brainstorming com a equipe sobre o processo inverso. O que seria um exemplo de péssimo atendimento para vocês? Logo após o que seria um exemplo de um bom atendimento? E utilizar essas reflex?es para que o time tenha com os clientes.

Empathy in customer service is vital for fostering loyalty and trust. By prioritizing emotional intelligence, teams can create meaningful connections that enhance the customer experience. "The greatest way to live with honor in this world is to be what we pretend to be." - Socrates

Help your team feel empathy, not just understand it. Use real customer stories, not just generic role-play. Encourage active listening that goes beyond words (e.g., "It sounds like you're feeling frustrated, is that right?"). Help them manage their own emotions so they can respond calmly to stressed customers. Finally, celebrate examples of great empathy to inspire the whole team.

At our core, excellent customer service is the bedrock of our operations. Here’s how we communicate its value to our team: Core Values and Mission: We integrate the principles of exceptional service into our core values and mission statement, ensuring it’s a clear part of our company’s DNA. Cultural Embedding: We foster a workplace culture that breathes customer service, making it a natural practice rather than a forced protocol. Continuous Training: Ongoing training sessions reinforce our standards, showing our team the tangible benefits of maintaining high service levels and how it contributes to our success. By embedding these practices, we ensure that our team not only understands the importance of customer service but excels in it

Training and Development. I'll introduce regular trainings sessions and workshop for my team members. This training will focus on skills like active listening, conflict resolution and product knowledge.

Instead of just collecting feedback, make it a conversation. Create a space where the team can openly discuss both positive and negative customer experiences. Frame it as a learning opportunity, not a blame game. "How could we have handled that frustrated customer differently?" or "What did Sarah do so well in that interaction?" Then, act on that feedback and let the team know how their input is making a difference. This shows them their voices are valued and encourages ongoing participation.

Here's how to make your incentive program more engaging and effective: Tie it to company values: Reward behaviors that align with your core values. Make it personalized: Offer a variety of incentives. Set realistic goals: Make them challenging but achievable. Track progress: Let your team see how they're doing. Recognize effort, not just results: Acknowledge those who go above and beyond.

Define your brand voice. Involve your team in the process. Show them real-life examples. Provide ongoing training. Encourage creativity. Monitor and adapt. By following these tips, you can create a consistent and engaging customer experience that will help your brand stand out from the competition. Your turn: Think about how consistent messaging could benefit your customer service team. How could you define your brand voice and ensure everyone is aligned?

I have overheard my front line using phrases that are not quite the message that align with our offerings and could be misconstrued. We do one on one and department gatherings to explain how the messages are received by guests and co-workers as well as utilizing their suggestions on delivery of messaging "across the counter". One former co-worker would use our "behind the counter" language until we explained that guests would not understand "two QQs" and it needed to be said "two queen beds" to the guests. Small thing however it impacted her messaging! We strive to use emotional intelligence and intentional language.

Here's how to make your ongoing education program even more impactful: Make it relevant: Choose training that addresses real-world challenges your team faces. Make it accessible: Offer training in a variety of formats to accommodate different learning styles and schedules. Make it fun: Incorporate interactive activities, games, and real-life case studies. Encourage knowledge sharing: Create a culture where team members can share their learnings with each other. Tie it to career growth: Show your team how ongoing education can help them advance their careers within the company.