Hire the Right People
Incorporate the organization’s values and standards of service excellence into the recruiting process. Use the standards to craft job descriptions and behavioral interview questions. Involve your current employees in the interviewing process. Ask new employees to agree to live the standards when they are hired.
Onboard for 1 Year
New employees need a trusted team member or mentor to support their first year on the job. As individuals join your team, assign them a dedicated partner. This relationship helps the new employee navigate the company culture and processes to ensure success. A dedicated mentor also increases the likelihood you will retain the new hire.
Reward & Recognize Success
Recognition is proven to increase morale, engagement, productivity, sales, profitability, and improved customer service, to name just a few of the many benefits. When employees hear a peer or leader recognizing a coworker, they learn what right looks like. Rewarding and recognizing the behavior and actions that are most important to your organization’s success positively reinforces the performance you want to have continued. Make it a habit to look for behaviors and performance that deserves to be rewarded.
Set Customer Expectations
Information builds trust, reduces anxiety, and increases customer satisfaction. Consider using the AIDET® framework to introduce information, explain the process, and set customer expectations. Drawing from your previous experiences with customers, anticipate what problems and obstacles they may face and proactively create a plan to overcome them. Use customer feedback surveys to identify what customers want and need. Think like a customer and create memorable customer experiences that people will rave about.