on Feb 24, 2024 21:19:07 GMT -6
Post on Feb 24, 2024 21:19:07 GMT -6
Customer service BEFORE A good part of the failures when trying to establish a culture of customer service lies in launching specific and ambitious actions and programs without considering that the first step is “making our people fall in love” with what they do, with their work, so that in this way you become passionate about the concept and make it yours until it becomes a true “obsession with quality in customer service.” “ they don't know.” The maxim is tremendously accurate. The second factor that portends the failure of the value-added service culture, and that usually goes unnoticed, is that it is “imposed from above.
It happens just like the bad experience of some organizations when implementing ISO- certification, where staff perceive that more is demanded of them and more is asked of them, in exchange for the same salary. On one Whatsapp Number List occasion, the number “ ” of an organization assured us: “Here, to order a broom you have to fill out seven forms. Everything is in writing, that is the norm.” Final score? Instead of staff seeing certification as a mechanism to be better in the company, the ISO standards were seen as an additional burden, as heavy as it was cumbersome.
THE IMPROVEMENT PROCESS IN FAVOR OF THE CUSTOMER A new paradigm: Managerial actions speak so loudly that they do not allow us to hear what is being said to employees. That is, stop “saying things”, using signs or launching fiery speeches. Command levels, particularly from management and senior management, must put aside words to communicate, with actions, the company's Vision in terms of customer service and attention. If employees see how the leader goes out of his way to serve customers.
It happens just like the bad experience of some organizations when implementing ISO- certification, where staff perceive that more is demanded of them and more is asked of them, in exchange for the same salary. On one Whatsapp Number List occasion, the number “ ” of an organization assured us: “Here, to order a broom you have to fill out seven forms. Everything is in writing, that is the norm.” Final score? Instead of staff seeing certification as a mechanism to be better in the company, the ISO standards were seen as an additional burden, as heavy as it was cumbersome.
THE IMPROVEMENT PROCESS IN FAVOR OF THE CUSTOMER A new paradigm: Managerial actions speak so loudly that they do not allow us to hear what is being said to employees. That is, stop “saying things”, using signs or launching fiery speeches. Command levels, particularly from management and senior management, must put aside words to communicate, with actions, the company's Vision in terms of customer service and attention. If employees see how the leader goes out of his way to serve customers.