When dealing with employees who will be on the front line and in turn dealing with your customers, it is important to believe that they will do their best to help people. By simply expecting the best from them, not only will they feel trusted but they will know that the bar is set high and that they have to meet the challenge. When you expect people to do well, they will because they know that is the expectation and most people want to at least meet the expectations, if not even exceed them.
Looking at the illustration above we can see that having high expectations leads to improved behavior, which leads to successful performance, positive self-image and then to a positive attitude. This ongoing cycle can really make a big difference in your company’s customer service level.
So why is this important in customer service? It is important because when people feel like they are expected to do well, they will and customers reap those benefits. When we tell employees that the expectations are to go into the transactions exceeding what the customer would have expected when they came in, employees will work to meet those expectations.
One example of this is if we make an expectation that each customer name is used. When we set this standard it is typically easily done, but lets say that the standard isn’t just to use the name, but to find a way to make it sincere and to personalize the transaction with the name use. By setting the higher goal the team members aim to meet it and the customer is more appreciative of the service that they are receiving.
When you go into each day with the expectations that the people you lead are going to do their best, you will receive that from them. If the standard is set low, people will aim low. It is critical to let people know what you expect, follow-up on those expectations and maintain them overtime. You will be happy with the results that come from setting this higher standard and really expecting it to happen.