6 strategies for engaging your team to deliver outstanding customer experiences
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You know you’re only as good as your last customers’ experience. So you want to make sure it’s a good one! If you're aiming to retain customers to help you grow your business you'll want to be confident your customers get the same level of care and consistency even when you're not there.
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6 strategies for engaging your team to deliver outstanding customer experiences
- 1. LoyalNaturally simple strategies for inspiring and engaging your team to deliver outstanding customer experiences Caroline Cooper 6
- 2. What contributes? • Knowing what’s expected • Equipping your team • Taking ownership • Recognition
- 3. The 1thing you must have in place if you want your team to be meeting yours (…..and of course your customers’) service expectations
- 4. What do you want? •Define and share your service values •Identify what you mean by good or outstanding service •What’s your end result…. what v. how •Look at from the Customers’ perspective
- 5. When customers leave… What would you want them to: Feel Say Do
- 6. How to ensure consistency … so your customers receive the same level of service on each and every visit……. ……leaving you confident that your team can cope without you
- 8. Confidence is the aspect that’s so often missing. Let your team practise in a safe environment and give feedback
- 9. The 3key principles to get your team taking responsibility and using their initiative, taking the pressure off you
- 10. Taking responsibility Communicate what you want Involvement & ownership Empower
- 11. 1. Communicate •Daily briefings •What’s happening •What if •Feedback i
- 12. 2. Involvement •Ask •Team effort •Look and listen
- 13. 3. Empower • Anticipate • Champions • Upskill • Authority • Continuous improvement • Personal suggestions • License to do what’s best
- 14. 5easy ways to reward your team ……..and bring a smile to their face, that won't cost you a fortune in bonuses or incentives
- 15. Recognition What’s important? 1. Thank you 2. Treat 3. Time 4. Competition 5. Opportunities
- 16. Summary 1. Let people know what you want 2. Give them the knowledge, skills, resources and confidence 3. Communicate 4. Involve 5. Empower 6. Recognition
- 17. Getting the wheels in motion • What has been the most useful part of this presentation? • What do you need to do start, stop or do more of? • What things can you put into practice tomorrow?