When leading people to produce exceptional service, it is critical to ensure that you take time to really pay attention to what the other person needs. Sometimes we get so focused on our goal at hand that we get in our own way and don’t take the time to really assess the needs of those providing the service that we are asking them to, and we don’t always give them tools necessary to make the changes and provide the things we want from them.
There are a few steps that I have used to really get this message across with my managers and help them to better develop their teams through finding their needs. By following these steps, you will build better employees which will lead to better customer service and in turn, better profits.
One of the easiest things to do to help assess the needs of someone you are trying to develop is simply listen. When we take time to really pay attention to what the people around us are saying, we are easily able to see what their needs are. When it comes to customer service, we want to listen to the employee interact with the customers and see where they are struggling with providing what we expect for exceptional.
The next step would be to take the observations that you have when you spend time listening to and turning them into a goal for the employee. When we take time to sit down with them, explain to them what the expectation and where they are missing it, then give them the chance to explain where they are not getting a clear picture of what is expected, and turn that into a goal that they can work toward and improve their service and grow within their position.
Finally, once that goal has been set, continue to follow-up with them about the goals that they have set and how they are doing with these. By listening to how they are doing and continuing to give feedback, the person will feel good about your interactions with them because you care about their performance, and they will feel appreciated because you are taking the time to get to what is important to them.