A focus on feedback improves service — The brief video below from Bain & Company explains how the Net Promoter Score was developed and how it’s used.
Identify personality types to deliver better service — Read this useful document from the Carlson Learning Company which provides insights on how managers and employees with different personality styles can work better together.
There’s real value in focusing on listening skills — Some of the best advice on listening comes from China. The symbol for listening is both beautiful and meaningful. Click the link to find a Listening with Heart mini-poster, which you may download and print.
Take a physical approach to intense encounters — Share this yoga handout with your team. The exercises were excerpted from the publication, Yoga at Your Desk.
Banish negativity at work — Replace negative mottos and cartoons on office walls with our motivational mini-posters.
Creating a positive work environment — Read about successful recognition programs, which include daily recognition, informal recognition, and formal recognition all focused on the goals for the team.
Meeting customer expectations — Read an interview with Author Michael Levine who suggests that organizations can often meet customer expectations by fixing small things.
Keep political talk low key — Encourage your team to avoid political talk with Conversation Cards. Available in a variety of formats, Conversation Cards can spark conversation and encourage people to learn more about each other.
Five small things that make a big impression on customers — Reinforce key points in the article with a colorful glancer that reps can post in their work areas.
Help your reps to focus on the customer on every call — A lot of companies claim to have a customer focus. But it most often falls to the customer service rep to live up to that claim. Here is some advice from customer service consultant and author, Shep Hyken:
• A blog post on how the employee experience contributes to the customer experience.
• A video presentation on how to use customer service to stand out from the competition.
