Management Challenges

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“When I left Southwest Airlines, there was a guy there who said I was a revolutionary in a company that didn't need a revolution. But I think every company needs a revolution, all the time.” – David Neeleman, founder of JetBlue

How to Keep the Customers You Have
If anything strikes fear in the heart of a business owner who is proud of his company's customer service, it's the unhappy customer telling others how displeased he is. The old adage was that one person upset by Company X's treatment told an average of eight to ten friends. Then those people told even more, and before long, maybe one hundred people knew of the bad experience at Company X.
Now, one unhappy person can tell hundreds, thousands, millions or more people just by typing his tale into a blog or a broadcast e-mail and pressing send. Soon the tale, fair or not, is on its way around the world! click here to read more

Stay Sharp!
"No company has a permanent consumer franchise.
No one has the only game in town. The never-ending cycle of destruction and change inherent in a capitalist economy always provides new opportunities for those with determination, goals and concentration."
Harvey MacKay

Good Customer Service Is Not Enough!

Do Your Customers Rave About Your Service?

“It is well worth remembering that the customer is the most important factor in any business. If you don’t think so, try getting along without him for a while.” Napoleon Hill

A 2008 study by Accenture reports that customer service, not price, remains the top cause of customer churn. The study also revealed that expectations of service continued to increase.

Four key aspects of customer service often responsible for lost customers were identified as follows:

Whether service representatives were polite and friendly
Whether the customer’s issues were resolved in a timely manner
Whether service representatives took ownership for resolving the customer’s issue
Whether customer service was available at convenient times

“How do some companies get their people to be so friendly?
The answer is: they hire friendly people.
Selecting the right person for the right role is at least 75% of the secret of service success.
Organizations recognized for their world-class service go to great lengths to hire only those individual who will perpetuate the friendly, service oriented culture.

When dealing with unfriendly service employees, do you ever wonder how they got their jobs? The answer is that these employees were able to “fog the mirror” during the job interview.”
source: "Unleashing Excellence" by Dennis Snow and Teri Yanovitch

There are structured interviewing techniques which can help the interviewer get a clearer picture of an applicant. You may identify certain attributes in your current best perfomers and seek to match them in those you hire for similar roles.

Extensive research has identified specific behavioral traits and proficiencies which are predictive to the delivery of exceptional customer service. A more in depth understanding of applicants and existing staff can be obtained through the use of specially designed assessments such as our Customer Service Profile™.

A job matching capability of this assessment compares the profiles of the candidate to the job match pattern established for your specific opening. Not only will you be able to hire customer service people who are better suited to their role, but you will have important information to use in ongoing coaching and employee development activities.

There is a lot that goes into planning, creating and perpetuating a culture of service excellence. Having employees that are well matched to their roles is a key foundational element of customer service excellence.

To learn more about how Pace Solutions may be able to help you achieve your business goals, give us a call at 904-213-0829 for a free consultation or send an email.