“A customer-centered culture doesn’t happen by accident. It happens because of the influences and constant choices of the people in the organization.”
Shep Hyken, former president of Ritz Carlton Hotels and author of “Amaze Every Customer Every Time.”
Every customer, every time. Why is this seemingly straightforward concept so hard to achieve?
People. People with different perspectives, different personalities and different approaches to life. Think about it: Maintaining consistency among individuals really kind of defies the idea of individuality. When you mix people together in a business setting, you’re bound to have variations in work style. It is important to encourage individuality, yet maintain consistency, because when disparity causes fluctuations in the level of customer service you provide, it can spell disaster for your business.
How do you combat this so you can provide first-rate customer service every single time?
Training. Training that respects each person’s unique personality and preferences while setting standards with consistency, relevancy and frequency.
Training should underlie every task and responsibility. It should be a daily reminder of the organization’s goals and an opportunity for every employee to succeed. The more employees know, the more confident they feel. The more confident they feel, the more effective they feel. The more effective they feel, the more invested they become in the company’s success.
And this translates to the kind of superlative customer service that can propel your company to success.
Training doesn’t have to involve classroom seating, long lectures and time away from actual job tasks. It can happen in microbursts, consist of on-the-job mentoring, be delivered instantly on mobile devices and fit within nearly any business budget. Well-designed and timely training makes aha moments a common occurrence in the workplace.
The objective should be to create a desire for learning and achievement; employees, especially millennials, become more engaged when they feel they’re getting something beneficial out of their position.
So train as if you expect every employee to become a manager in your organization. As SkilledUp reports, your investment in employee development will pay off in a loyal, enthusiastic and high-performing staff.