Do you as a business leader actively demonstrate a commitment to customer service to your employees?
Here are some ideas of actions you might take:
- Paying attention to the metrics associated with customer satisfaction and especially customer loyalty.
- Maintaining uncompromised integrity in dealing with customers and the public.
- Trusting in employees and their ability to grow as a a reflection of trust in customers.
- Taking strong and urgent corrective action on that element of customer satisfaction missing from the company's product.
- Personally spending time with customers.
- Committing resources — time, personal attention and money.
- Giving customer-contact employees authorization to make their own decisions in dealing with customers, especially irate ones, even if it costs the company to do so.
- Rewarding employees who provide excellent customer service and celebrating such achievers.
- Communicatingto the customer in publications, advertisements, newsletters, news releases to the media and in annual reports.
For more help in improving your customer focus check out this book, Beyond Customer Satisfaction to Customer Loyalty.