Don't Tolerate Low Performance

"Intolerable service exists, when intolerable service is tolerated".  You can't tolerate low performance.  Everyone must be held accountable for adhering to the same service standards.  By letting one person slide, you send the message that its okay to not live up to the performance guidelines and one-by-one, others will start to slip too.  Take swift action when a service standard is not met.  Keep the focus on the standard and why it is important to be met each and everytime, not the person.

Those that always are striving to adhere to the standards will respect and appreciate that you are seriously meaning what you say. 

Positive Reinforcement - Teri's Tip #53

Imagine how much more positive and productive our workplaces would be if, every time a negative attitude or behavior was observed, someone would address that employee by saying, "I'm sorry, but we don't allow that sort of behavior in this organization."

This is not being mean or personal, it is simply identifying the negative behavior that is not part of the company culture.  The focus must stay on the behavior and not the person.

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. 

Clear Service Standards - Teri's Tip #51

Having clear service standards makes everyone's job in an organization easier.  Employees know what is expected of them and managers can hold people accountable. 

Keep the number of service standards to a minimum so people can memorize them.  Train everyone on how to apply the service standards to his or her specific job tasks.  Give praise and recognition when the service standards are followed, counsel and redirect when the standards are not adhered to.

For more on Service Standards, see my article:  http://www.teriyanovitch.com/839/service-standards-are-essential-for-seamless-customer-experience

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.