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03.29.10 Motivating Your Employees To Give Better Customer Service  By Jim Berkowitz Here are several excerpts from a post by Michael Sansolo, author of The Big Picture: Essential Business Lessons From The Movies, in the Customers Rock blog, The Ultimate Customer Compliment: There is one simple line of praise that every business should seek when it comes to gauging the customer experience. It happens when one customer gladly recommends a store, product or service to someone else. Great customer service makes other shoppers want to get involved. Great customer service generates word of mouth, new clients, and a reputation that can't be beat. Great customer service makes others say, "I'll have what she's having." Every business should seek to build that moment. They should seek to provide an explosion of customer delight that draw attention and raves. In fact, we should crave the "I'll have what she's having" (from the movie "When Harry Met Sally") compliment from trading partners, employees, and more. We all want our business to be the admired business and the one that others want to work with or for… On screen it's an easy moment. Inside a business it is anything but. One premise of The Big Picture is that businesspeople can use film moments to build success stories. Consider showing the restaurant scene to your employees and ask them what it would take to win that moment of envy. The simple truth is that great customer service is so easily achieved, but also easily ignored because being average is usually good enough. However, an extra smile, courtesy or show of personality can go a long way. But let's be real. Consistently great customer service doesn't just happen. It comes from smart, happy, caring, motivated employees. Your employees are your business to your customers. So for your business to be able to consistently deliver excellent customer service you've got to ensure that you're... • exceeding your employee's (employment) expectations • creating positive attitudes and motivating employees towards achieving success • and ultimately creating happy, caring loyal employees Why? Because satisfied employees create satisfied customers. Whether on the phone, via email or on the web, the interactions between your employees and your customers will define your customers' loyalty to your business. Continue reading this article.
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