Believe it or not, as a manager you have a responsibility to ensure that your team delivers top knotch customer service at all times. No one is excluded, whether he deals with the public or not.

What most people don’t realize is that everyone is responsible for a certain degree of customer service. You may not have external customers, but you certainly have internal customers. For example, if you work in the human resource department you are responsible for giving great service to any employee expecting payroll or training. If you’re in accounting you may find you are responsible for providing great customer service to department heads needing financial reports. Get the point?

According to Andrew Gibson there are three main levels of customer service. They are the expected level, the desired level, and the unanticipated level.

I think they each speak for themselves. The expected level is the minimum quality level you can get away with and still say you did your job – the bare bones. The desired level is the level of customer service your customer wishes you would give, even if it means you go above and beyond every once in a while. The unanticipated level of customer service is the one in which you go above and beyond the call of duty, do a stellar job, make your customer incredibly happy, and continue to do so.

Of course, the unanticipated level of customer service could, in truth, go the other way – but we’re going to focus on the positive here.

So, if you had to choose the type of customer service you deliver to your “clients,” on what level would you fall? Did you even realize you had a responsibility to provide customer service, or to ensure that your team does so? If not, it’s time to step back and evaluate your team and its focus!

Thanks again,

Sean

Sean McPheat
Managing Director
MTD Management Courses

Click below for a:
FREE email course “Improve Your Management Skills”

It takes a special person to be a great coach. Not everyone you meet during your career as a manager is going to be open to new experiences and you’re going to have to find unique and creative ways to show them that higher degrees of learning are available. You’ll also have to determine who is really serious about learning as opposed to just looking for something else to do.

So what are the main components necessary to prompt learning in the workplace? There are three main criteria:

• First, your employee must have a desire to learn. The more he “wants” his education or strives towards advancement the more open he’ll be to classes, information, and the recommendations you make while coaching.
• Second, there has to be an opportunity for that employee to learn. Willingness means nothing if there are no classes, reimbursement programs, or ways for your employees to obtain the courses they want or need.
• Finally, there needs to be a certain degree of competence. If you promise to coach and employee you need to make sure you have the resources and education you need to meet your goals.

Put these three components together and you have a recipe for successful coaching. Does your organisation have a formal coaching program for willing employees or are managers responsible for taking on the task themselves?

Thanks again,

Sean

Sean McPheat
Managing Director
MTD Management Training

Click below for a:
FREE email course “Improve Your Management Skills”