IMPROVE INTERNAL CUSTOMER SERVICE FIRST
Q: Providing good customer service has always been our top priority. We even have a strong reward system to motivate our people to be the best. However, we are getting not praises, but complaints from customers every day! In a way, the staffs are “anti-customer”; they offend them, quarrel with them and do all the wrong things instead of serving them better. What is missing and what do I need to do?
A: If a good reward and punishment system cannot do the job, then it is probably the leadership system you need to look at. Find out whether your people are happy with the way they are being managed. This is important to know because unhappy employees will not deliver good customer service! In the same vein, when they are happy, they make the customers happy as well.
The philosophy of life is to “do unto others as you want them do unto you”. There is more to happiness than giving people extrinsic rewards. Even parents who use the monetary method fail miserably in raising well-balanced and happy children. Work on the intrinsic rewards more; treat your people the same way you want them to treat your customers. Show them good mannerisms, cheerfulness, empathy, respect, and so forth. Upholding your people’s dignity and respect will go much further. So, practise good internal customer service first, before you expect your people to provide good service to external customers.
POWERFUL QUESTIONS
• How well do you treat your people as partners?
• How cordial is this relationship with them?
• What do you want your people to say about your organisation?
• What can you do to empower them beyond money?
SELECT INTERNAL COACHES WELL
Q: We plan to build a team of internal coaches within our managerial team who can develop our younger leaders fast. The challenge for us now is to get the right managers on board to become internal coaches. We are worried an “open invitation” may attract the wrong people, so I am thinking of inviting only those that have been carefully selected. What do you think of this idea and what should be the criteria for selection?
A: It is indeed a big step forward to have internal coaches to grow your people into leaders. Selecting the coaches well is crucial; otherwise, they can do more harm than good. It pays to make this invitation exclusive as well. This will also make the qualified ones feel their services to the organisation are most valued.
Craft a motivational message to make the good ones want to be in the panel of internal coaches. Speak with them on a one-to-one basis so that they feel very privileged with the appointment. When selecting, set your criteria that relate to good track records, positive-mindedness, strong ethics, and integrity.
POWERFUL QUESTIONS
• What do you want the internal coaches to do for your people?
• What is a good coach to you?
• What will attract them to this role?
• What will motivate them?
CONTACT FOR FURTHER INFORMATION
Call 03-62054488 or log in to @www.corporate-coachacademy to find out about our ICF Coach Certification Programmes, Executive Coaching services, and free 2-hour Quick Coaching Skills.
Watch a free coaching video @ https://youtu.be/j8UnFpDG8B8.
To register, copy and paste this link .
