Good Customer Service Leadership Tips

culled from:http://smallbusiness.chron.com

Clear Goals

A customer service leader should spend time reviewing the job description of each service employee. The job description is the foundation of expectations for an employee. Using the job description as the starting point, a customer service leader can clearly communicate what the baseline expectations are for each employee and build on higher quality standards.

Involve Employees

No one likes to be judged yet it is imperative to evaluate employee performance. One way to reduce the strain of employee evaluations is to involve each employee in the process. Provide everyone with a self-evaluation form that has each employee review his own strengths and weaknesses. Good employees have honest self-perceptions and are more willing to take criticism and training in areas of weakness. Of course, it is imperative to note all strengths as well to let the employees know what is being done well. Let employees know how you rate yourself and your personal goals for improvement. This puts everyone on track to performing at a higher standard.

Understand Every Job

A service manager that doesn't understand everything required in an employee's position runs the risk of giving job demands that don't fit the scenario. A manager who can perform the employee's job is better able to empathize and recognize structural issues that affect customer service performance. For example, a hotel manager who is complaining that his valet's are not bringing cars up faster can see that the service elevator is the culprit, not the employees, if he spends a day on the line. This information allows the manager to take proper action to rectify the problem rather than constantly berate employees for slow service.

Empower Employees

Allow employees to provide feedback and suggestions about goals and issues affecting goal achievement. Conduct meetings and training sessions that not only help service representative improve within their position but also provides opportunities for growth and promotion. Don't be afraid to explain to employees the reasoning behind doing something a specific way or why learning something outside the job description may be helpful. Sometimes an establishment may provide a service in a way that takes too long and seems archaic, but if employees are told that the reason is a long-standing tradition, employees can take pride in the history of what they do. Doing so makes them a part of the history and may increase service performance.