Wherever you can, do as the Four Seasons Hotels and Walt Disney World do: let back office staff learn front-line staff jobs so they can help out as needed or during busy times. Let's them see what front-line staffers see and hear from customers on a daily basis and they'll be better able to serve them with that understanding. Excellent external customer service starts with internal customer service. There is a ripple effect in how we treat one another.
Besides the fact, it helps you in staffing situations when someone may have called in sick or for only those few hours or days that you really need an extra person.
http://www.retainloyalcustomers.com/
Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within an organization. Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success. Through her presentations, workshops and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.
Contact Teri at ty@retainloyalcustomers.com
Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees. Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book.
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