How can senior managers within an organization implement a service strategy that incorporates the suggestions of those on the ground? This is a major problem for the service industry: while those on the ground are best placed to suggest changes to current policy, it is senior staff that orders such changes. This Skill-Pill maps out a simple tried-and tested system for passing feedback and directions up and down the ladder.


This Skill-Pill walks through a number of key areas that a new manager will have to take care of, to ensure his or her service team is consistently providing a great service. By pointing you in the right direction on subjects such as how your values are displayed, how staff are rewarded and how to focus resources, this Skill-Pill will help you have an immediate impact on your service team.
 
Did you know that a dissatisfied customer who makes a complaint, and thinks the complaint was well-handled, is more likely to buy from you than a customer who never had a complaint? This is a fact, and it's too often ignored when companies institute their complaints procedure. View this Skill-Pill for some ideas for encouraging customers to complain, improving your service with this feedback, and following up complaints to ensure the customer is satisfied.
 
Active Listening
Art Of Persuasion
Body Language For First Impressions
Connecting With People
Keeping Customers Loyal
Motivating Your Sales Force
Solving Problems Through Feedback
Performance Reviews 101
Keeping A Positive Attitude
 
Bookmark and Share

Back Issues