Resolving Internal Team Conflict - Teri's Tip #59

Your customers don't care if there is internal strife and conflict among departments and teams.  All they care about is:  "did you give me what you promised and on-time?"  Therefore, it only hurts the people inside the organization when there is conflict and negative dynamics among each other.

Here are five steps the team/department leader can take to resolve those issues:
1.  Define the situation (be objective, don't place blame on anyone)
2.  State the impact of the conflict (poor image, late on meeting deadlines, miscommunications, etc.)
3.  Open the discussion for reactions (don't offer solutions at this point, just let team members vent, and share their thoughts/feelings on the issue)
4.  Ask for them to come up with a solution (this will get their buy-in and ownership)
5.  Get agreement on solution and set follow-up date (ask for confirmation by all members and determine date and time to meet again for status)

Excellent customer service starts with excellent internal customer service. 

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. 

Rude Internal Service - Teri's Tip #58

It's not fair for actively engaged employees to come into a work environment where rudeness exists between co-workers, supervisors, and other departments.  It is the leader's role to create an environment that allows an employee to come in everyday and fulfill their highest potential in a supportive way.  The leader determines what behaviors are tolerated and what is expected. 

Culture starts at the top. 

Honesty Matters - Teri's Tip # 57

Everyone wants to make a buck these days, but by being dishonest about your product and services will never make you rich.  You might get the sale today, but the customers will never come back.

Trust comes from being consistently honest and delivering on the promises you make.  When a customer can trust you, they are more willing to recommend you to their friends and families.  The old adage "Honesty Pays" is true.

www.retainloyalcustomers.com