Respect: The Key to Customer Service Excellence

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customer service respect treating customers with respect define respect in customer service Respect: The Keys to Customer Service Excellence

“Products and prices can be duplicated, but a strong customer service culture can’t be copied!” This quote by speaker Jerry Fritz, truly embodies why organizations should put more focus on their customer service training.

The foundation for a great relationship with customers is respect. When respect is built, it is much easier to handle unexpected and unpleasant situations.
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10 Ways to Be Better in HR in 2014

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10 Ways to Be Better in HR in 2014

As the end of 2013 approaches, it's an ideal time to stop and reflect on your development as an HR professional and how you might be more effective in your HR role in 2014. Here are 10 ways to be better in HR in 2014.

1. Assume the role of a leader.

Even if you aren't one or don't have the authority or title of a leader, act like one each and every day. Use your influence for positive workplace change in your company, because when your actions have an impact on others, they matter and make a difference.

Leadership is less about title and role, and more about impact and influence. Anyone can lead...even from the very bottom. Assume your "seat at the table" and act like you have one.
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The 15 Attributes of a Great Workplace

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The 15 Attributes of a Great Workplace

ERC's NorthCoast 99 program recognizes great workplaces that excel at the attraction, retention, and motivation of top performers. ERC is proud to have recognized great workplaces in Northeast Ohio, and has accumulated a great deal of insight into what makes a workplace truly great through the research we conduct as part of the program.

What makes a great workplace that draws extraordinary employees to love coming to work every day? What makes a great workplace that attracts, retains, and motivates the very best talent?

Here are 15 attributes that we believe are characteristic of great workplaces for top talent, based on our research over the last 15 years.

1. Offer Challenging and Meaningful Work

Great workplaces understand the importance of keeping employees' work interesting, exciting, challenging and meaningful, because consistently, top performers say that challenging and meaningful work is the number one attribute they seek in a job.

2. Hire and Retain Great People

Great workplaces are made up of great people. Within great workplaces, top performers work alongside other top performers who are positive, hardworking, committed and loyal, believe in what the organization does, and participate in making the workplace great.

3. Provide Competitive Compensation

Great workplaces offer competitive and fair compensation, above-average pay increases, and opportunities to earn more pay based on performance, such as bonuses, profit sharing, and other incentives to keep and reward top performing talent as well as attract new talent.

4. Value and Reward Employee Contributions

Great workplaces show they appreciate and value employees and their contributions. They celebrate success often, and praise, recognize, and reward employees in a variety of formal and informal ways. They never miss an opportunity to say 'thanks' for employees' hard work.

5. Invest in Training and Development

Great workplaces invest in training and development for their workforce to grow their talents and capabilities. They make time for learning and support it by paying for employees to participate in various opportunities and offering/delivering a variety of training and career development programs.

6. Guide, Support, and Develop Top Performers

Through performance management practices that help guide, support, and develop exceptional performance, great workplaces provide clarity on how to be a top performer, help other employees become top performers, and assist existing top performers in sustaining top performance. Reaching for excellence each and every day is what makes great workplaces successful.

7. Encourage Work/Life Balance

Great workplaces are flexible to employees' work/life needs and encourage work/life balance by offering flexible schedules, providing generous paid time off, accommodating individual requests and needs, and creating a supportive work environment that is understanding of personal and family obligations.

8. Invest in Employees' Health and Wellness

Great workplaces genuinely care about their employees' well-being. They offer wellness options that help employees develop healthy lifestyle behaviors as well as provide an array of benefits which support their employees' health and personal welfare.

9. Involve and Empower Employees

Great workplaces involve and empower employees by listening to their input, involving them in moving the organization forward, and giving them opportunities to lead initiatives, collaborate with one another, participate in decision-making, and make a meaningful difference at work. At great workplaces, employees believe that their opinions matter and that they can positively impact their organizations.

10. Share Information About the Organization's Performance

Leaders frequently share information about the organization's performance, its financials, the vision and direction of the organization, and other critical information and updates at great workplaces. In addition, leaders regularly interact with and communicate with employees one-on-one, in small groups, and as an entire staff. Additionally, great workplaces help everyone understand the mission and purpose of the organization, and how their work connects to the big picture.

11. Are Led by Exceptional Leaders

Great workplaces are led by exceptional and inspiring leaders. Leaders set the example from the top and lead the organization well. They genuinely care about and value employees. Relationships between leaders and employees are characterized by mutual respect, trust,  honesty, and support.

12. Encourage Innovation and Growth

Great workplaces are successful, growing, and innovative. They hold themselves to high standards, are focused on delivering exceptional customer service and quality, and strive to innovate and continuously improve their organizations. They are always raising the bar in their businesses and in their workplaces.

13. Hire the Best of the Best

Great workplaces hire the best—and only the best. They recognize that a great workplace and culture results from great people. They define the talent they need, strategically recruit it, and put into place selection practices that identify top performers, as well as on-boarding practices that engage top performers and set them up for success from the start.

14. Create and Sustain a Unique Culture

Great workplaces have a unique culture that is their own, often described as fun, congenial, collaborative, positive, passionate, and creative. Their work environments, people, and workplace practices all help create a vibrant, positive, magnetic, and infectious culture.

15. Serve the Community

And last but not least, great workplaces make an impact on and give back to their local community. Not only do they generously donate their company resources to the community, but they also serve their communities by helping others in need and offering their staff's time and talents.

There is no magic formula for achieving a great workplace, and these are just some common attributes of many that great workplaces seem to have. While no workplace is perfect, many organizations strive to become a truly great workplace and come close. The NorthCoast 99 winners are among these organizations, and they, as well as all other organizations that strive everyday to be great workplaces, should be applauded for their efforts to become employers of choice in Northeast Ohio. They are truly making a difference.

Want to stay up-to-date on the latest HR trends?

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3 Keys to Good Customer Service

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3 Keys to Good Customer Service

Good customer service is the heart of every business. It flows from employees who engage internal and external customers, meet their needs, and exceed their expectations. Good customer service creates a "wow" experience for your customers, leaves a positive impression, encourages repeat business, and ideally refers other customers to your organization. So how do you get your employees on-board? Here are 3 critical elements of good customer service.

1. Good customer service starts with the right attitude and mindset.

Customer service starts with having the right underlying attitudes and motivations. This means not only hiring people with the right customer service mentality and who want to help and satisfy their customers, but also encouraging the right focus and attitudes by talking positively about customers in the organization, repeatedly communicating the importance of customer service to your business' success, training employees on the customer service practices your organization has decided to emphasize, and recognizing employees who serve the customer extraordinarily well.

Key employee attitudes that drive good customer service include viewing customers positively, understanding that customer service is important to the organization's success, feeling motivated and accountable for providing good customer service, having the information and tools needed to provide good customer service, viewing leaders as enthusiastic and supportive of good customer service, and believing that they can take initiative to do what is best for the customer.

2. Good customer service requires effective communication.

Exceptional customer service requires mastering communication with internal customers (other employees) and external customers (those outside of your organization) as well as with difficult customers. Without both quality communication through a variety of channels such as face-to-face, over the phone, or via email, as well as effective communication in a diverse range of situations both internal, within the organization, and external, outside the organization with a diverse group of customers, service can suffer.

Customer service issues almost always arise from a failure to communicate properly.

For example, customers may not know what to expect or may not be accurately informed of changes and schedules. Customers also could perceive a lack of responsiveness or courtesy. A customer's tone may unleash an emotional reaction from your representative. The underlying problem in all of these issues (and most customer service dilemmas) is a failure to communicate well.

Effective communication with customers involves listening and understanding your customer's viewpoint or problem, handling emotions, organizing and preparing one's thoughts, speaking clearly and succinctly, responding to or following up on questions directly and in a timely manner, watching non-verbal cues like tone and body language, problem solving, and closing conversations or interactions to keep the door open for an ongoing positive relationship with the customer.

Communication is as much an art as a science and takes practice. Building self-awareness of communication strengths and weaknesses and teaching skills through training, role-playing, scripts, and conversation coaching are just a few methods to use to drive better customer service. But beware: not all customer service training and skill-building is created equal. Traditional lectures or "guides" simply won't cut it. Employees must practice, engage in the changed behaviors, and obtain feedback as they are doing so by a trained professional.

3. Good customer service is practiced on your internal customers.

Practice good service with your internal customers. Employees generally don't provide good customer service to their customers if they aren't serving one another in a consistent, reliable, friendly, and timely manner.

Good customer service is the result of positive, supportive interactions between staff members who are interdependent on one another for information, especially when multiple people and departments are involved in the process of delivering a product or service to the customer.

Organizations that provide good internal customer service:

  • Have collaborative cultures that recognize and reward teamwork
  • Freely and efficiently share information with one another; create processes that enable free-flow of information
  • Respect each others' time; respond and resolve internal inquiries in a timely manner
  • Listen and try to understand the concerns and demands of one another
  • Have clear communication channels for communicating product and business process information
  • Speak to one another courteously and respectfully

If you expect and want good customer service from your employees, the best way to achieve it is by modeling the attitudes, behaviors, and communication practices you seek inside your organization and creating a workplace that lives, breathes, and teaches what it means to put the customer first.

Customer Service Skills Training

Customer Service Skills Training

This training helps you build better relationships with your customers.

Train Your Employees

Northeast Ohio Employers Report Higher Pay for Customer Service Jobs

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According to the 2010-2011 EAA National Sales Compensation & Practices Survey, Northeast Ohio employers report higher median total compensation than employers across the U.S. for nearly all customer service positions surveyed.

Customer Service Managers and Supervisors, in particular, showed the largest differences in total compensation when compared nationally.

 

Customer Service Skills Training

Customer Service Skills Training

This training helps you build better relationships with your customers.

Train Your Employees