So, while most my blogs are about customer service directly, this post is about a book on leadership that can really help you develop team members who will in turn really develop the skills to provide whatever you are asking them to, be that good customer service, sales, etc. Many times the service that we provide is directly related to the way that an employee feels about their job. In this book I was really inspired to help build my team and to make them realize that not only do they have a job where they can have fun, but their talents and opinions were really appreciated and valued.
Bringing Out the Best in People by Alan McGinnis takes us through 12 steps to help improve the way that the team members who work for you are performing. When I read this book, I was really inspired to take the service that myself and my managers were providing to our teams to the next level.
There are 12 steps throughout the book to keep in mind, and I will touch on some of them in my upcoming posts. But how does this apply to customer service you ask? Think back to the last bad experience you had at a fast food restaurant. While there is not typically a high customer service expectation in these companies, if as a company we took time to really develop the team members, and make them feel valued, they would in turn pass that along to their customers. When you feel like you are someone who is wanted on a team you are more likely to turn around and give the same in return.
In future posts I will discuss some of the key points made in this book to help you more easily come up with ways to bring people into this forum and help them to really feel valued. Remember, your internal customers directly affect your external ones, so happy internal customers (your employees) will lead to happy external customers.