bmgt 245 - customer service lanny wilke. next…. §imperative 5 - train and support §and...

BMGT 245 - Customer Service

Lanny Wilke

Next….

Imperative 5 - Train and SupportandImperative 6 - Involve and Empowerandif we’re still awake, maybe some

other stuff, too.(but maybe not).

Start on Day One!!!

“Get them before they have teeth.”Getting off to a bad start doesn’t

necessarily mean you won’t win the race, but I guarantee that it will be much more difficult.

New Employee Orientation

Get your message to them now, before they become crusty and semi-surly.

Talk about your company traditions.Do it right. Don’t rush through it just

to get them on the job. Time spent now will reduce later problems.

It should be a team effort. What better way to indoctrinate new people?

Make sure that expectations are addressed, from both the employee and organization points of view.

Help them truly understand your organization, not just the “party line” but the real ropes. How does the organization work, and what should they expect on the job.

Get them off to a great start.

They are ready and willing to jump in with both feet. This is not the time to dampen their enthusiasm. Build on it. Use it.

Try mentoring.

Training Creates Competence, Confidence,

and Longevity

We have said before...

That learning is a life-long process.So too, is learning on the job. In

order for learning to occur, there has to be training provided.

This training must have an objective, a goal. This training must also support the goals and objectives of our organization.

So What Do Our Customer Service Employees Need to

Know?Technical SkillsInterpersonal SkillsProduct & Service KnowledgeCustomer Knowledge

All are critical and all must be addressed in your training.

Technical SkillsGadgets - hardware

& softwarePaperwork - what

purpose does your system serve? How do your records & forms help them & the organization deliver better service?

Interpersonal Skills

People Skills - use care.

Self-AssessmentsTeamworkSelf-directed

training

Product & Service Knowledge

Technical aspectsCompetitive aspectsCustomer

Buypoints - what ??? are most often asked by customers? How are those ??? answered?

Customer Knowledge

Customer profilesFive best

customers

Make Your Training Stick

It’s like Grandma’s stew, it sticks to your ribs.

Make it meaningful.Get the learner actively involved.The working environment must

encourage people to use their new-found skills.

They have been away for a period of time. Welcome

them back.Debrief them.Ask them to explain what they

learned to others in the organization.Get them started using their new

skills right away.Thank people for trying new things.Hold a contest?

Can you see yourself as a coach?

From Boss to Leader

Are there similarities? You instill fundamentals. You build teamwork. You evaluate and adjust. You reinforce & motivate. You’re on the sidelines, supporting

& encouraging them.

It’s also very important...

That you prepare your players for success. Actions to take in specific

situations. Preparing the script, then teaching

them the techniques.

You also must adapt your coaching style to the needs

of your players and the situation.

When they perform well, individualize the rewards.

When they perform unevenly, reward the good things.

When they are in a slump, be patient, communicate faith in them, and encourage them.

When they try, and fail (& they don’t know why), serve as their mentor and their sounding board. Ask for their permission before

offering advice.When they try, and fail (& you don’t

know why), analyze before taking action.

When looking for gaps between required performance and actual performance, look for: role-person mismatches. task clarity problems task priority problems competence commitment obstacles reward for failure performance feedback

When your people don’t try (or try to fail), be careful and tread lightly. May be performer hostility may be burnout may be due to a different view of

your standards. May be fear of success.

When reprimanding employees, do it in private. Focus on the performance/behavior,

not the person. Be frank & straightforward, don’t do it

out of anger. Make it appropriate to the infraction.

Involve & Empower

Empowerment is Not a Gift

“Decisions must be made at the lowest possible level for management at the top to retain its effectiveness.” -Saxon Tate

Empowerment is...Something you encourage, NOT

something you give.Congruence, NOT compliance.Consistency, NOT conformance.Accepted, NOT assigned.Partnership, NOT parental.Values Oriented, NOT rules oriented.Right Things, NOT easy things.Appropriately, NOT correctly.

Empowerment is...

The self-generating exercising of professional judgment and discretion on the customer’s behalf.

Empowerment is exercising initiative beyond or outside the conventional norm.

E is for ExcellenceWhat are the benefits?

Your employee can more effectively manage the customer relationship & turn it into a true partnership.

The empowered employee is an outstanding “window” on the service orientation of your entire organization.

Empowerment builds employee self-esteem and morale. It also sends an important message of support.

Empowerment is “active” on the part of the employee, not generally on the part of the “boss.”

Removing the Barriers to Empowerment

“No one makes you inferior without your permission.” -

Eleanor RooseveltPeople will act with power if they have a

purpose in their work. Talk about your vision often. Talk about whys as well as whats &

whens. Recognize your heroes - tell their

stories. Model

Reduce the risk.Look at your procedures. Look at your

precedents.How did you handle the last employee

who made an honest mistake?Do you publicly give the benefit of the

doubt?Are your people commended for

asking for assistance?

You must continually give your people permission to

act on the customer’s behalf.

If you desire to say “yes,” go ahead. If you feel you need to say “no,” ask me.

Model responsible freedom.Examine your reward & recognition

practices.Use “zero-based” rule budgeting.

Knowledge is Power.

Share it.

Have fun!

I’ll see you next time.

Keep plugging on those projects.