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You know you’re only as good as your last customers’ experience. So you want to make sure it’s a good one! If you're aiming to retain customers to help you grow your business you'll want to be confident your customers get the same level of care and consistency even when you're not there.
Citation preview
Loyal Naturally
simple strategies for
inspiring and
engaging your team to
deliver outstanding customer experiences
Caroline Cooper
6
What contributes?
• Knowing what’s expected
• Equipping your team
• Taking ownership
• Recognition
The 1 thing you must
have in place if you want
your team to be meeting
yours (…..and of course your
customers’) service
expectations
What do you want? •Define and share your service
values
• Identify what you mean by good
or outstanding service
•What’s your end result….
what v. how
•Look at from the
Customers’ perspective
When customers leave…
What would you want them to:
Feel
Say
Do
How to ensure
consistency …
so your customers receive
the same level of service on
each and every visit…….
……leaving you confident that your team
can cope without you
Equip your team
•Resources
•Behaviours
•Knowledge
•Skills
•Support
•Confidence
Confidence is the aspect that’s
so often missing.
Let your team
practise in a safe
environment and
give feedback
The 3 key principles to get
your team taking responsibility
and using their initiative,
taking the pressure off you
Taking responsibility
Communicate what you want
Involvement & ownership
Empower
1. Communicate
•Daily briefings
•What’s happening
•What if
•Feedback
i
2. Involvement
•Ask
•Team effort
•Look and listen
3. Empower • Anticipate
• Champions
• Upskill
• Authority
• Continuous improvement
• Personal suggestions
• License to do what’s best
5 easy ways to
reward your team
……..and bring a smile to
their face, that won't cost
you a fortune in bonuses or
incentives
Recognition What’s important?
1. Thank you
2. Treat
3. Time
4. Competition
5. Opportunities
Summary 1. Let people know what you want
2. Give them the knowledge, skills,
resources and confidence
3. Communicate
4. Involve
5. Empower
6. Recognition
Getting the wheels in motion
• What has been the most useful part
of this presentation?
• What do you need to do start, stop
or do more of?
• What things can you
put into practice tomorrow?
For more information caroline@naturallyloyal.com
www.naturallyloyal.com
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