Customer Engagement

We often have great experiences and poor experiences in life. What do you think affects those results? I challenge that your interaction with others greatly affects the outcome. If this is true then why don’t we do a better job insuring our customers get the correct engagement form our teams?

I can give you a laundry list of what keeps this from happening or I can set you on the proper path towards increasing your Customer Service with better engagement.

Step 1 Set the expectation

Insure that your team knows what you want from them.

Step 2 Give them the tools

Teach them how to properly engage the customer.

Step 3 Practice

Role-play Customer Situations to hone their skills.

Step 4 Observe

Take the time to inspect what you expect.

Step 5 Celebrate

Acknowledge the correct behaviors when you see them.

Fair Firm and Consistent

Fair, Firm and Consistent is what I was taught early in my career. It still holds true today. One thing that should be added to that list is Communication. Yesterday I overheard two associates talking about how one of them had been passed over for a promotion.

Here is a prime opportunity to turn a negative to a positive. A couple things might have happened to create this opportunity. One the associate hasn't let his managers know he would like an opportunity to grow with the organization. Two the associate might not be ready for this position at this time. In either situation communication could have avoided this negative experience that was created because of poor communication. The more we communicate with our team members the clear things are to them and you.

Tips to Lead By

Have regular staff meetings.
Insure to have candid evaluations.
Make sure you are open to team sharing.

Communication is a two way street, don't make a one way road.