Service Measures and Metrics are a valuable building block for service improvement. But to build a service culture, the methodology of these metrics must be uplifting for those you query and for the members of your team.
Clarify What You Are Measuring and Why
Just because you can measure many things doesn’t mean that it makes good sense to track them all. What do you really want to know, and what action will you take with what you learn? Review this list and then decide which insights will be most helpful to improve your service now.
If your company is going to pursue building an uplifting service culture, leadership must initiate and support the process. But service leadership must be extended and ultimately embraced at all levels of the organization. Let’s take a closer look at how to lead from all levels.
Unusual people and events have powerfully shaped my life, and the lessons I’ve learned from them are the roots of my unrelenting passion. My grandmother was my earliest inspiration. She taught kindergarten in New York City for 40 years, and when I visited her class, I felt like the most important person in the world. My grandmother made everyone feel like the most important person in the world.
For the past 40 years I have been on a mission to improve the world. The vision that motivates and sustains me is a world in which everyone is educated and inspired to excel in service to others.
In support of this mission, I have flown more than ten million miles, visited three hundred cities, and worked with businesses in every industry from high fashion to high technology, government agencies, schools, associations, and voluntary service organizations. I help people become better service providers, and help organizations build uplifting and self-sustaining service cultures.
Some of the building blocks used by nations for engineering an uplifting service culture:
Stay covered with great leadership. True service leadership is not a demand for better performance pointed at the frontline service department. It’s not a campaign slogan that gets splashed across the wall. True service leadership means creating an environment where every member of the team can take the lead in improving and uplifting—from the top down, from the bottom up, and from every position in the organization.
In a harsh global economy, great service is the price of admission. Companies whose cultures aren’t built around the ability and the willingness—no, the eagerness—to delight the customer won’t survive. You know this. And if you’re a leader at global enterprise, no doubt you’ve gained more than a few gray hairs worrying about it. It’s true: Transforming a culture that crosses many boundaries is no small task.
But I have a question that might put it all in perspective: If an entire nation can build a service-based brand and culture, what’s stopping YOU?
To Get Stuck on the Naughty List:
Specialize in the run-around. Doing business with a company should be a choice, not a chore. But unfortunately, many companies make receiving service very difficult for their customers.
Companies on the naughty list aren’t streamlined. Customers have to give the same information to one person after another as they’re passed from department to department seeking help. Departments are so siloed that customers can feel like they aren’t even talking to people who work at the same company.
How will your customers view the service they receive from you this holiday season?
Will you delight them…or disappoint them? Read on for a breakdown of service behaviors that will decide whether you land on their naughty or nice lists this year.
Guest Post by Tom Moran
Director, Customer and Partner Experience, Microsoft Operations
Microsoft Operations manages a huge portfolio ever-changing products, business units, customers, clients, and partners.
Here are few tactics that have brought good results as we work to Build an Uplifting Service Culture:
(Disclaimer – Microsoft is a client of UP! Your Service. The models and tools which Tom refers to in this post are taught in the UP! Your Service Courses.)
Don’t start only with customer-facing teams. Starting your service transformation with customer-facing team members might seem like the obvious move. But if your objective is to build an uplifting service culture, this approach can be very problematic. Because your people in “customer-facing” roles interact with customers daily, they already understand that service is important. They know that upset customers complain. They know happy customers are easier to serve. What they don’t know is how to fix the behind-the-scenes issues that often affect the customers’ perceptions.
Read the other tips for a fast and furious customer service revolution…