Service with respect.

Verbal abuse.

Physical assault.

Both are on the increase.

80% of the UK workforce are in customer facing roles and report increasing levels of verbal abuse and physical assault.?It’s little wonder that stress, depression and work related illness are all on the increase.

Who or what is to blame??Is it the fear of catching Covid??Is it the shortage of basic products needed for everyday life??Is it that we are all trying to look after others in addition to looking after ourselves??Maybe.?But more than anything I would challenge leadership and management; this is your problem, and it needs dealing with.

If it is not dealt with then the productivity of your people will suffer, they will be taking more time sick, they be leaving their job with you and seeking out a safer place to work.?Lack of respect in the workplace is damaging to business; your sales will suffer and your costs will go up, your reputation will be tarnished.

Here are my Top Ten Tips for improving respect in your organisation:-

1. Show respect yourself.?The world has changed rapidly; diversity and inclusivity are high profile.?Old fashioned curtesy, politeness, good manners are all still key.?Be a leader that people want to follow.
2. Be clear.?Make it known that a lack of respect will not be tolerated from your customers or from within your organisation.?
3. Communicate.?A key element of giving great customer service is great communication.?If you are unable to meet the standards that your customers might normally expect then manage their expectations.?Be honest and personal.?Generic messages about “experiencing higher than average call volumes” don’t cut the mustard.
4. Review systems.?Learn from your mistakes and change your systems as needed.?If one of your team makes a mistake, that is a learning point.?If you fail to change your systems to prevent that mistake happening again, that is stupid.
5. Listen to your customer.?Let them tell you what they think quickly and easily.?This is not a time for 30 multiple choice questions on a customer feedback form.
6. When it all goes wrong…?What customers want more than anything else is an apology, an explanation and a reassurance that it will not happen again.?Can you and your team do that??If not, go back to point 4.
7. Empower your people.?The apology, explanation and reassurance will usually be enough and?most customers will be placated.?If the customer expects more, then empower your people to give them more.?In my experience, front line employees will be more careful with your money than you will be if the problem gets escalated.?Escalated problems are expensive problems.
8. Train your people.?Dealing with anger and abuse requires a skill set, this is a time to invest.?Involve everyone in the training including you and your senior management team.
9. Create positivity.?You can learn much more from your customers catching your people doing things right than you ever will from complaints.?The WOW! Awards is here to help your customers, your employees and your business with quick and sincere recognition?
10. Review.?Keep respect on your board room agenda.?Measure and manage.

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Derek Williams is the Founder of The WOW! Awards, an employee recognition programme being used by successful organisations around the world.?He is an author and key note speaker on Employee Recognition and Customer Service.?To contact Derek email [email protected] or call 00 44 (0) 1438 310191.

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