Give People a Reason to Return
Excellent service doesn’t happen by accident. Service excellence is deeply rooted in the culture and values of organizations that outperform their competitors. When organization’s prioritize service excellence as a core value, they ensure it’s infused in everything they do.
Define What Excellent Service Means
When we ask our teams to deliver excellent service, it’s important to explain what “excellent service” means for your organization. To build on the explanation and increase the understanding and delivery of service that goes above and beyond, employees benefit from ongoing communication about standards of service.
...It's more than giving away free stuff!
Viewing customer complaints as an opportunity to learn and improve can reduce the number of complaints an organization will receive in the future. Establish a process that handles customer complaints in a way that resolves the issue while retaining customers.
Does your organization open up on social media?
People use social media to connect with others and stimulate conversations. In time, organizations have recognized the many benefits of using social media to humanize their brand and connect with their communities. Why should your organization consider using social media to increase transparency?
Need a moment?
We are all busy people. Sometimes we forget to say hello to our colleagues or even just to look up and give them a smile on our walk out the door. These moments might seem trivial, but they are missed opportunities to elevate your entire company culture. Take a moment to reflect on the moments that could have served your values well.
Build relationships immediately
Building a relationship begins by introducing ourselves in a manner designed to reduce that anxiety. The AIDET® format communicates key messages about ourselves and what to expect, as a first step in establishing a positive relationship and experience.
Delighting customers begins with a commitment to excellence.
Building excellent customer service habits can be a challenge for teams and organizations. Those who succeed in establishing service practices that exceed expectations gain loyal customers who will recommend the organization to others.
7 Standards of Service Excellence: Creating a World-Class Customer Service Through High-Touch Interactions
Can't I just say "Hello?"
When we think of anxiety-producing experiences, the beginning of school might be at the top of the list. In this coaching clip, Robin Largue provides several examples of how AIDET® can be used to reduce anxiety and build trust in educational contexts. These examples are easily transferred to other industries to help us create excellence customer experience.
What does a focus group look like?
A focus group facilitator relies on a series of questions, to gather information about a specific topic. It is important to record all responses offered by the group. In this video, the facilitator uses questions, probes, and a white board to capture relevant details from participants.
Keep standards at the forefront
While the ultimate goal is for standards of service excellence to walk the halls and not just live on the walls, visually displaying standards builds awareness of what is expected. This example from the School District of Menomonee Falls is a visual representation found in every building and office. The image is also incorporated in slide decks for training sessions, district updates, and on the website.
Once is not enough.
A single communication of standards is not enough. Systematically keeping standards of service excellence at the forefront reinforces understanding and helps employees see how they impact the daily work. This email message is an example of an organization’s process for highlighting one standard each month and clearly connecting the behavior to the workplace.
How do I know if my employees are connected to the standards of service excellence?
Asking team members to describe what newly defined standards mean to them is one way to make them come alive in the organization. In this video, a variety of stakeholders were asked to share their thoughts on the Actions of Excellence in Warren County Public Schools.
Create ownership in standards of excellence.
Standards of service excellence guide the way teams work together and with the community. In this video, three principals in Warren County Public Schools describe how they engaged stakeholders to define the district's Actions of Excellence, gather feedback on the standards, and roll them out to all staff.
How can I guarantee five-star service?
People want to work in organizations known for excellent service. We have all experienced the person who is clearly not smiling on the other end of the phone, not happy to see us walk in the door, or not willing to help us get to the right office. When organizations establish and hold each other accountable to standards of service excellence, a culture of high performance is fostered.
Are your customers telling you how to serve them?
External customers want to feel valued and to trust you are providing the quality service based on their needs and wants. High performing leaders recognize the need to build feedback loops with external customers to inform service quality, improvement, and decisions that may affect service performance.