Tag Archive: business development


health2

……….and you will deliver world-class customer service.

Popular belief suggests that customers are the reason problems begin in any organization. That’s far from the case in reality; problems begin with the company and its employees. Customers expect a top-notch experience but receive a bad one instead. As a result, the company loses them forever.  Excellent customer service starts with employees, and if the employees aren’t happy with your company, how can you expect them to make your customers happy?

In my book  Fresh Customer Service- Treat the Employee as #1 and the Customer as #2 and you will get customers for life – I explain that the best way to make your customers happy is to ensure  your employees are happy with their job and empowered and equipped to deliver a world-class customer service experience.  The first two steps of the 6.5 steps  are Side by Side Walking and Smart Tasking.

  1. Side By Side Walking

The first fresh step towards understanding your employees is side by side walking. This essentially means stepping into your employees’ shoes, enabling you to identify the gaps in your company’s operations and helping you determine which areas need improvement. All you have to do is engage in the same activities as your employees for one day to understand where your company stands.

Steps to Effective Side by Side Walking

Following are the main steps for side by side walking:

  • Make safety a priority
  • Jobs should be described in written documents which outline the tasks and desired outcomes
  • Mentally prepare yourself and realize the significance and purpose of this strategy
  • Ensure you adopt same dress code, gear, and use the same equipment as your employees
  • Perform all pre-work tasks your employees have to perform like clocking in, preparing shift register, reading the task board, etc.
  • Do all the tasks as per the existing processes and procedures the employees follow
  • Observe all the tasks and process being followed during the shift
  • Ensure that you complete the entire shift
  • Reflect and assess the tasks you did, the problems that occurred, and compare it to the job description of your employees
  • Determine where the problems are and where improvements are needed.

2.    Smart Tasking

The second fresh step towards understanding your customers is Smart Tasking. It helps in setting up clear priorities and expectations for your employees which would assist them in offering the best customer support to your customers. Train your employees to smart task effectively and encourage them to speak up if they are assigned tasks that they deem ineffective and unnecessary. This helps in eliminating unnecessary work for the employees and makes their tasks more manageable and enjoyable for them.

Steps for Smart Tasking

Following are the main steps for smart tasking:

  • Understand the processes and operations
  • Identify the right tasks and eliminate unnecessary ones
  • Recommend specific time duration for each task
  • Never sacrifice safety of your employees
  • Ensure you provide easy step-by-step instructions for all tasks
  • Determine if the tasks adds to the customers’ experience and to what degree
  • Make adjustments where necessary
  • Review all tasks to ensure they are necessary for the overall process
  • Offer appropriate training of smart tasking for your employees

Understanding the problems your employees face and the environment they work in will help you in making their work experience better. Training them to prioritize and eliminating complex and unnecessary tasks will enhance their work satisfaction and make tasks easy for them. As a result, they will be able to offer a world-class customer service experience  to your customers.

 

Branding has long been associated with companies; now though, each individual has their own personal brand. It isn’t a question of whether you have a personal brand, but more about how you are cultivating and guiding your brand to become a strong and impressive one. Your personal brand helps you in planning out your future on the basis of what you want to accomplish. However, since the majority realizes the significance of personal branding, there is an increasing need to add a little touch of freshness to your brand to highlight the uniqueness.

You should provide a promise of added value to convince others that you can offer more as compared to others. Through utilizing different strategies, you can enhance your personal image, create trust, increase leads, and hence, enhance revenues. When it comes to personal branding, there are many mistakes people make that prevent them from nailing their brand and making a mark.

Common Mistakes in Personal Branding

Some of the most common mistakes include:

  • Being inconsistent in personal branding
  • Limiting use of different social channels
  • Trying to do everything on your own
  • Not opting for collaboration with others
  • Copying others
  • Not offering anything fresh and unique

Ways to Make Your Personal Brand a Unique One

Here are a few things you need to pump up your personal brand:

  • Start thinking differently – it is essential to be bold and innovative when you encounter a problem.
  • Be different – separate yourself from the people doing average work in an average way; start doing more and making more by offering something unique.
  • Begin performing differently – break away from the usual patterns and processes. Get noticed by opting for different processes.
  • Perceive differently – start seeing a new task or a client as an opportunity instead of a problem like the others.
  • Brand yourself differently – once you start thinking, being, performing, and perceiving differently, your brand will automatically evolve and become different from the rest.

But how exactly do you think, be, perform, and see differently? This will become easy when you take on a fresh approach for your personal brand. Here are some competitive steps through which you can achieve freshness for your personal branding. These steps include:

  • Establishing a well maintained network and refreshing it by incorporating influential people.
  • Determine three most influential individuals in your industry that you want to follow.
  • Start researching about the ways successful individuals stay fresh and ahead of the game.
  • Begin implementing five new and fresh steps in your daily routine.
  • Sign up for RSS feeds.
  • Start supporting technology to become an expert.
  • Ensure that you keep everything real and fresh.

It is highly important for your personal brand to exhibit freshness to stand out from the crowd. Employers and partners look for individuals offering something different, who are updated about the latest trends in the industry, have honed their skills, and offer an impressive overall package. This indicates that it is significant that you add freshness in your personal brand to gain a competitive edge.

 

www.MyFreshBrand.com

 

health

Step 2. Live the Frontline Experience. Everyone in the organization, including senior management, should live the frontline experience, both as an employee and as a customer. Spending even a day fulfilling the role of an entry-level frontline associate will provide managers a much more intimate sense of how customer experience is delivered and what will make it as good as possible, and periodic undercover “customer visits” from management are also a must to ensure everything looks as good to the customer as it does to the employees.

Step 3. Smart Tasking. Smart Tasking clearly defines the critical tasks/processes that support the customer service offering and the deadlines by which they must be completed. The most important factor is completing the necessary tasks/processes without impeding the delivery of a customer service experience that shines through the darkest gloom of a recession. Smart Tasking creates a harmonized balance between completing the tasks/processes and delivering a World-Class customer service experience.

To effect Smart Tasking in your organization, simply keep a careful eye on the frontline tasks your employees perform, the order in which they prioritize them, and periodically review them to ensure that they are appropriate and add value to the customer experience. Actively involve the Frontline Employees in Smart Tasking and encourage them to speak up when they find themselves performing tasks that are inefficient, ineffective, or just plain unnecessary.

Whatever time you may “lose” in careful observation and review will more than pay for itself in higher levels of employee efficiency, customer satisfaction, and corporate profits.

Step 4. Create a What-If Arsenal. Inevitably, the frontline employees delivering your customer experience will come across unpredictable circumstances outside their immediate control, such as an out-of-stock product or on-site accident. When fastballs of everyday life are thrown at you and your organization, you need to have a strategy for hitting homeruns in unstable conditions. It’s called life, and the What-If Arsenal is a strategy for life success, regardless of how the economy is doing.

The What-If Arsenal toolbox should be filled with techniques, strategies and scenarios generated by the frontline employees who encounter them every day. Management should then help frontline employees put these ideas into action. The Arsenal constantly grows as the organization grows, and customers will feel confident returning knowing that whatever problems arise, they will be solved quickly!

Step 5. Make-It-Right Power. Once you have given your employees a What-If Arsenal, equip them with the Make-It-Right Power to put that arsenal into action. Make-It-Right Power puts the ability to deliver a world-class customer service experience in the hands of the people who are best able to deliver it: The employees who interact with the customers. It’s about empowering and positioning employees to be able to instantly solve customer problems and view them as opportunities to Make-It-Right now for the customer.

Even once a What-If Arsenal is in place, managers will not always be on hand to supervise employees in executing it. Make-It-Roght power means they don’t have to be.

Step 6. Focus the entire organization on customer service. The entire organization needs to be focused on providing a World-Class customer service experience. The quicker you solve the problem, the greater the opportunity for making the customer happy and keeping him or her coming back. Every program, strategy, and initiative should have an automatic space carved out for providing a World-Class customer service experience.

If the front line is not empowered or it does not have immediate access to someone who is empowered to provide an instant solution to the problem, the problem will remain with the customer longer and fester into something greater and cause him or her to be even more dissatisfied with the experience. And in an ultracompetitive environment for limited customer dollars, dissatisfaction is unacceptable!

Step 6.5 Just Make It Happen. This is a half-step simply meant to remind you that the first six steps do you no good unless you actively put them into practice today and then constantly follow up to ensure they remain in practice (and continue to improve) throughout your organization. It’s one thing to “commit” to fresh customer service, it’s another thing to roll up your sleeves and make it happen.

The cost? Whatever the market rate for elbow grease and determination is these days. Like so many of the most valuable things in life, there is no financial value you can put on them, but they’re worth more than anything you can put a price sticker on. And in a time of scarce resources, they are more precious than ever.

 

 

 

 

health

 

Despite low levels of inflation and unemployment, most Americans still consider themselves living in an economic recession, and with good reason. High-paying, secure jobs with benefits have been replaced by low-paying, uncertain jobs with little or no benefits, leaving people with little money to spread around even as prices remain stable. In this financial climate, the average consumer is buying what they need to get by and little else. Clearly, it’s not the best environment for attracting paying customers to your business.

But despite these obstacles, you can still attract and retain paying customers in the current consumer landscape. How? By using 6.5 steps drawn from my Fresh Customer Service methodology that I developed over years of working in customer-oriented settings, starting as a child handyman. Fresh Customer Service brought me from childhood poverty to exponential success as an executive with several major companies and now as a motivational speaker and career coach. Let’s examine how you can start using Fresh Customer Service today to draw in customers.

Step 1. Make Your Customer Number Two. Since most customer service strategies are partially or wholly based on making the customer number one, then obviously customer service levels must be at an all-time high, right? Everywhere you go, people are raving about how great their daily customer service experiences are, and customer satisfaction polls back this affirmation up with hard data.

I’ll give you a moment to stop laughing before I continue. Hopefully you didn’t snort any of your morning coffee out your nose. We all realize that in far too many cases, the one word that best sums up the state of customer service today is “disaster.” Yet especially in an era where prices have already been slashed, customer service is more important than ever as a competitive differentiator.

The key to running a successful operation is believing and practicing the concept that customers should always come second—employees matter more in the immediate sense and should therefore come first. After all, happy employees unleash their enthusiasm and passion from within, and that passion is contagious. It infects everyone around them, including customers.

And happy employees naturally provide superior customer service. They smile. So thank your employees every day, let them be involved in the planning of the work affecting them, and treat them with the utmost respect and courtesy. Even in times when consumers are looking to do things quickly and cheaply, they will notice… and come back for more!

 

cust

Relentless Focus is about a steady, persistent, unyielding, and committed focus on providing a World-Class customer service experience 24 hours a day, seven days a week by everyone in the organization. This focus doesn’t take a break or go on vacation, it is always present.

Many organizations are good at “kick-off celebrations.” Most customer service programs start off with a bang, with everyone being committed and poised to make them happen. But as the strategies start changing, new leaders come in, employees become disinterested and the focus shifts to something else, the initial great customer service program is tossed aside like a child’s old favorite toy.

Relentless Focus forces the organization to make an ongoing investment in providing a World-Class customer service experience by embedding it into the core business model. Every program, strategy, and initiative has an automatic space carved out for providing a World-Class customer service experience. Not providing this focus destroys the foundation of the operation and the goal of providing a great customer experience.

Because a World-Class customer service experience is the foundation of any successful operation, Relentless Focus on customer service predetermines the ultimate success of any operation. If the focus on customer service is lost, then employees begin to believe that the organization isn’t really committed to its customer service goals or any of its other programs, initiatives, or strategies.

How can you achieve Relentless Focus? Start by following these helpful hints:

  1. Post a plain and simple statement on the communal cork board (or employee blog, etc.) affirming the organization’s commitment to providing a World-Class customer service experience.

  2. Gain buy-in from every person and facet of the organization so that everyone knows they are accountable for providing a World-Class customer service experience 100 percent of the time.

  3. Train all employees on the best ways to maintain this focus while executing any task.

  4. New generations will enter the workplace, customer demands will change, and the competitive landscape will morph. It behooves the organization to constantly review the customer experience to ensure that it is competitive and still executable by the employees.

  5. Make the World-Class customer experience part of the corporate culture, goals, and strategies. Don’t turn it into some kind of “program of the month” that is forgotten the day the calendar changes over to the first of the next month.

While you are implementing Relentless Focus throughout your organization, remember this critical fact: It is impossible to deliver a World-Class customer service experience if people of the organization are working in “silos,” a concept synonymous with barriers that separate work teams, departments, and divisions.

Silos cause people who work for the same employer to compete against one another, often because a clear directive or strategy is not communicated. In silo-driven organizations, managers, department heads, and program managers care a great deal about their own little departments but are oblivious (sometimes purposefully) to other priorities that affect the greater good of the company as a whole. Unfortunately, these ignored priorities can include the most important one of all, providing a World-Class customer service experience.

The leadership team needs to clearly and explicitly communicate to every member of the organization that providing a World-Class customer service experience through Fresh Customer Service is the foundation of the business and is the responsibility of every member. It unequivocally comes before any silo competition.

The leadership team should understand that a mere statement of the need to provide a World-Class customer service experience will not guarantee success, especially if a silo mentality exists. The only way to successfully achieve outstanding customer service is by getting everyone involved and backing it wholeheartedly. Members of the workforce should exit their silos and abandon the silo mentality for the good of all the Frontline Employees and customers, and consequently, the bottom line. Why settle for a good quarter when Relentless Focus can help you realize a good quarter-century?

 

 

excel

For some reason I think I have “tell me about your company” written on my forehead.  Soon after I meet people and tell them what I do for a living, they feel compelled to pour their souls out to me about their jobs or businesses. I’m not sure if it’s a method of crying out for help or if my demeanor is too serious for talk about the weather or what one ate for lunch. Be that as it may, I am glad people feel comfortable telling me their stories—it makes for great book-writing material.

Some time ago, I was working out in the gym alongside a guy who appeared to be in the same predicament as I. Namely, deciding whether to just stare at the weights and hope that they lifted themselves out of the cradle, pick up the weights and start working out, or go to the store and have a low-fat doughnut.

This guy, who was named Kelvin, seemed to be in his mid-twenties. After finally picking up the weights and completing a few sets, Kelvin started to ask the gym ego question, “How much can you lift?”

Not your average gym rat, my reply was: “So where do you work?”

Kelvin told me he worked at a very well-known home do-it-yourself (DIY) store that I’ll call “House Headquarters.” I didn’t hesitate to mention to Kelvin that I thought House Headquarters’ customer service had gone downhill in recent years and their chief competitor had become much better at customer service than they.

“I agree, our customer service is shabby,” Kelvin said, exhaling mightily while 75-pound dumbbells slammed to the gym’s cushioned floor. “I’ll tell you a story.

“I was recently working with a customer who became extremely upset with us. This customer purchased a brand name, side-by-side, built-in refrigerator for almost $8,000. Once it was delivered, he called back, stating that the install had a gap in between the walls and the refrigerator of about three inches, whereas the model in the store was flush together. He was right. This refrigerator has a true built-in appearance and looks very flush with the wall in the store. I told him I’d look into it.

“So I called the regional installation supervisor, and he said he would check out the situation,” Kelvin said, his arms shaking from the heavy dumbbell. (There goes my gym ego again.) “You know, we always have problems and complaints with this installer, but we still have to use them because they’re our national contractor. I don’t know what’s going to happen with this customer, but I feel really badly for him.

“I sent the installer back out on Saturday,” Kelvin continued. “But I won’t be able to get back with the customer until Monday because I have to see what the regional installation supervisor, who doesn’t work on weekends, says. The customer sent me pictures of the install, and it is really bad. I just don’t know why we keep using this installer. We’ve all gotten complaints about this particular installation company.”

The lesson here: The entire organization needs to be focused on providing a World-Class customer service experience. I would think that someone should have been in contact with this customer throughout the weekend to ensure that his problem was solved. House Headquarters likely does a large chunk of their business on the weekend, as this is when people are doing home projects. This type of weekend service is even more important for a customer who has just spent a lot of money with the company.

The quicker you solve the problem, the greater the opportunity for making the customer happy and keeping him or her coming back. If the front line is not empowered or it does not have immediate access to someone who is empowered (as in Kelvin’s case) to provide an instant solution to the problem, the problem will remain with the customer longer and fester into something greater and cause him or her to be even more dissatisfied with the experience.

Question: Is this just an isolated incident for House Headquarters, or is my view and the employee’s view true, that their customer service is substandard? Is it really impossible for Kelvin or his colleagues to provide a good customer experience with an incompetent contractor? A review by the leadership team is in order.

Kelvin seems to have been focused on delivering a good customer experience—his heart was indeed as big as the biceps that we both aspired to have after working out (yes, I am still aspiring as I sit here explaining Fresh Customer Service). However, the weekend unavailability of the regional installation supervisor made it impossible to deliver a World-Class customer service experience.

The regional installation supervisor’s availability—or a designee’s—would have provided Kelvin with the important missing link needed to deliver an instant solution to the customer’s problem (remember this is the foundation of Fresh Customer Service—solving the problem now, making it right now for the customer).

In addition, the person in charge of the independent contractors appears to have not responded to the negative feedback voiced by both customers and Frontline Employees. After all, it seems that this shoddy contractor is the root cause of current and previous problems.

 

For leadership coachingprofessional development training, customer service trainingcustomer service tips, college success tips, or to learn how to build a personal brand, how to improve customer service, or  how to succeed in college, contact Michael D Brown, a premier leadership speaker, customer service speaker, and college motivational speaker at http://www.myfreshbrand.com, http://www.freshcustomerservice.com, or http://www.52collegesuccesstips.com.

excellentcustomerservice

 

“Make the customer number one.” Customer service experts have been chanting variations of this mantra since one caveman paid another caveman three clamshells for the skin of a sabertooth tiger. Okay, as far as we know cavemen didn’t chant mantras, but you get my point. The vast majority of customer service strategies use the idea of making your customer your top priority as their cornerstone.

Since most customer service strategies are partially or wholly based on making the customer number one, then obviously customer service levels must be at an all-time high, right? Everywhere you go, people are raving about how great their daily customer service experiences are, and customer satisfaction polls back this affirmation up with hard data.

I’ll give you a moment to stop laughing before I continue. Hopefully you didn’t snort any of your morning coffee out your nose. We all realize that in far too many cases, the one word that best sums up the state of customer service today is “disaster.” Lines are long, information is scarce, products are out of place or out of stock, and no two employees have the same answer to the same question. If today’s public-serving organizations really are making the customer number one, they have a funny way of demonstrating it.

Ironically, customer service levels are declining as competition for customer loyalty is increasing. In this age of chain expansion, a customer can find your services duplicated or your products cheaper on the next block. The one way you can differentiate yourself in a sea of similar competition is by offering a world-class customer service experience. This will never happen if you use the same stale, outdated, failed approach to customer service that you and your competitors have always used before. Namely, the “making the customer number one” approach.

The business world needs a makeover. A new perspective. A fresh approach that I like to call “Fresh Customer Service.” Fresh Customer Service demystifies the process of attracting loyal, happy customers who return again and again and recommend your business to their friends and families. This type of customer reaction, what some may consider as a minor detail, can actually tip the scales and prove the difference between a prosperous organization and a bankrupt organization. So what’s the secret? The Frontline Employee.

This idea is the key to unlocking sustained long-term success in whatever area of service or production your organization offers. Throughout your organization’s entire process of selling, serving, marketing, cleaning — you name it — the only way you can hope to deliver a world-class customer service experience is by listening to, equipping, empowering, involving, and valuing the feedback and expertise your Frontline Employees can offer.

Click here to read the full article.

 

For leadership coachingprofessional development training, customer service trainingcustomer service tips, college success tips, or to learn how to build a personal brand, how to improve customer service, or  how to succeed in college, contact Michael D Brown, a premier leadership speaker, customer service speaker, and college motivational speaker at http://www.myfreshbrand.com, http://www.freshcustomerservice.com, or http://www.52collegesuccesstips.com.

You likely recently heard the horrific story of a nurse who was “following company policy” to not offer medical attention to a dying women at a California retirement home.  Policy it might be – but certainly worth a swift and through review by Glenwood Gardens and should serve as a wake up call for the industry. We need sensible policies in place that protects the health and welfare of the patients and prevents them from dying. We also need to empower and equip our frontline (nurses, janitors, aides, etc.) with the processes and procedures to deliver a world-class patient experience. I am sure we will discover that not been able to deliver CPR is the tip of the nightmare – as the frontline hands are likely tied and are prevented from delivering in other areas that could benefit the patient.

Fresh Customer Service’ Offers Healthcare Global Readers With 6.5 Fresh Steps that Will Deliver A World-Class Patient Experience.

medical

Fresh Step 1: Side-by-Side Walking

This involves walking a mile in the shoes of employees to understand what they do, how they do it, and how they experience their jobs. Side-by-Side Walking will help give you a real-world understanding of the environment your frontline employees operate in, and separate perceptions from actual activities and true problems. Side-by-Side Walking is the foundation for understanding where your organization is at the moment, the gaps that exist, what is working and what needs improvement.

Best of all, Side-by-Side Walking only requires you, the corporate manager or executive, to take one day of your schedule and devote it to going through all the activities your frontline employees go through, from pre-shift preparation to post-shift cleanup and closeout. Far more than a site visit, it’s a true immersion into your frontline employees’ daily lives and routines.

Fresh Step 2: Smart Tasking

This clearly defines the critical tasks and processes that support the customer service offering and the deadlines by which they must be completed. The most important factor is completing the necessary tasks and processes without impeding the delivery of a world-class customer service experience to the patient. Smart Tasking creates a harmonized balance between completing the tasks/processes and delivering a world-class patient experience.

Click here to read the full article.

 

For leadership coachingprofessional development training, customer service trainingcustomer service tips, college success tips, or to learn how to build a personal brand, how to improve customer service, or  how to succeed in college, contact Michael D Brown, a premier leadership speaker, customer service speaker, and college motivational speaker at http://www.myfreshbrand.com, http://www.freshcustomerservice.com, or http://www.52collegesuccesstips.com.

apple

 

You have probably heard the phrase, “an apple a day keeps the doctor away,” more times than you can count. Apples are natural, healthy, and best of all, cheap. If you aren’t eating an apple a day to maintain your health, presumably the cost isn’t what’s keeping you from doing so.

For the same amount of money that you would invest in that daily apple to ensure your physical health, you can also fund a strategy that will ensure the health of your frontline customer service operation. I call this strategy “Fresh Customer Service.”

Fresh Customer Service demystifies the process of attracting loyal, happy customers who return again and again and recommend your business to their friends and families. This type of customer reaction, what some may consider as a minor detail, can actually tip the scales and prove the difference between a prosperous organization and a bankrupt organization. So what’s the secret? The Frontline Employee.

Throughout your organization’s entire process of selling, serving, marketing, cleaning—you name it—the only way you can hope to deliver a World-Class customer service experience is by listening to, equipping, empowering, involving, and valuing the feedback and expertise your Frontline Employees can offer.

How exactly do you implement and execute Fresh Customer Service? I have broken down the process into the following 6.5 simple and cost-effective steps.

The First Steps: Fresh Understanding

Fresh Step 1, Side-by-Side Walking, involves walking a mile in the shoes of employees to understand what they do, how they do it, and how they experience their jobs. Side-By-Side Walking will help give you a real-world understanding of the environment your Frontline Employees operate in, and separate perceptions from actual activities and true problems. Side-By-Side Walking is the foundation for understanding where your organization is at the moment, the gaps that exist, what is working and what needs improvement.

Best of all, Side-by-Side Walking only requires you, the corporate manager or executive, to take one day of your schedule and devote it to going through all the activities your Frontline Employees go through, from pre-shift preparation to post-shift cleanup and closeout. Far more than a site visit, it’s a true immersion into your Frontline Employees’ daily lives and routines. As far as the cost is concerned, how much gas will you use traveling to your nearest frontline unit?

Fresh Step 2, Smart Tasking, clearly defines the critical tasks/processes that support the customer service offering and the deadlines by which they must be completed. The most important factor is completing the necessary tasks/processes without impeding the delivery of a World-Class customer service experience to the customer. Smart Tasking creates a harmonized balance between completing the tasks/processes and delivering a World-Class customer service experience.

To effect Smart Tasking in your organization, simply keep a careful eye on the frontline tasks your employees perform, the order in which they prioritize them, and periodically review them to ensure that they are appropriate and add value to the customer experience. Actively involve the Frontline Employees in Smart Tasking and encourage them to speak up when they find themselves performing tasks that are inefficient, ineffective, or just plain unnecessary.

What is the cost of having both on-site frontline managers and off-site corporate managers take the time to carefully monitor frontline tasks and priorities, while providing Frontline Employees an active voice in determining how to set their priorities? Virtually none. Whatever time you may “lose” in careful observation and review will more than pay for itself in higher levels of employee efficiency, customer satisfaction, and corporate profits.

The Middle Steps: Fresh Empowerment

Fresh Step 3, Make-It-Right Power, instills both the responsibility and the authority to resolve customer complaints and issues in the Frontline Employees who are most able to satisfy the customer at any point in time.

Make-It-Right Power puts the ability to deliver a World-Class customer service experience in the hands of the people who are best able to deliver it: The employees who interact with the customers. It’s about empowering and positioning employees to be able to instantly solve customer problems and view them as opportunities to Make-It-Right now for the customer.

Make-It-Right Power delivers both the responsibility and the prescribed authority to the employees to transform a customer’s bad experience into a positive one, or in the best case scenario, one that can proactively hedge off the situation as a result of prescribed Make-It-Right Power before it even festers into a bad experience.

The costs of giving your Frontline Employees Make-It-Right Power are also low. For example, you may want to authorize employees to offer refunds or coupons good for future purchases, with higher-level employees enabled to authorize larger amounts of money or credit. Whatever the upfront costs of giving a few dollars back to a customer who had a negative experience, they will pay for themselves down the road when that satisfied customer keeps coming back and making full-fledged purchases!

Click here to read the full article.

 

For leadership coachingprofessional development training, customer service trainingcustomer service tips, college success tips, or to learn how to build a personal brand, how to improve customer service, or  how to succeed in college, contact Michael D Brown, a premier leadership speaker, customer service speaker, and college motivational speaker at http://www.myfreshbrand.com, http://www.freshcustomerservice.com, or http://www.52collegesuccesstips.com.

It goes against all you were taught in business school and many of the books you’ve read and it’s the key to turning customers into loyal customers.

Not only will they faithfully return to you, they will become brand ambassadors who spread the word about your products and services far and wide. Fresh Customer Service proves that if you treat your employees with respect and kindness, if you motivate and equip them with the tools they need to do their job, and if treat them like they are #1, they, in turn, will unleash a passion to serve your customers like they have never been treated before.

Your employees will offer a World-Class Customer Service Experience to everyone who enters your place of business.

Implement the 6.5 Steps of Fresh Customer Service ® in your organization and see how fully engaged, totally committed employees result in return customers who spend their money on your products and services again and again. Not only does this increase retention and sales-it also means a bottom line that reflects sustained and profitable results

Get the 6.5 Fresh Steps to World-Class Customer Service:

Side-by-Side Walking
Smart Tasking
Make-it-Right Power
The What-if-Arsenal
Bubble-Up Innovation
Relentless Focus
Just Make it Happen!

 

For leadership coachingprofessional development training, customer service trainingcustomer service tips, college success tips, or to learn how to build a personal brand, how to improve customer service, or  how to succeed in college, contact Michael D Brown, a premier leadership speaker, customer service speaker, and college motivational speaker at http://www.myfreshbrand.com, http://www.freshcustomerservice.com, or http://www.52collegesuccesstips.com.