Part two of Amanda Green’s interview with The Chartered Quality Institute on achieving Customer Service Excellence

Part two of three.

What does an inadequate service cost an organisation?

Reputational damage. At the very minimum your customers are going to talk about their experience to others, but on the other end of the scale they may walk – either way it generates a lower customer satisfaction score. It also increases the likelihood of your customers going to competitors. Your processes need to be clear so staff know what they should and shouldn’t do in any given situation.

 

What measures should be taken to ensure customer-focused service delivery?

You need to measure the level of understanding in your organisation to see if everyone knows what they should be doing, what the implications are of doing the wrong thing, and if they have the confidence to do the right thing. Measuring your team’s communication skills is vital but these skills come in many different guises. However, you could use observation measures – where you put two people in role-play situations to watch and learn from it.

 

How can managers help people excel in their roles?

Managers have to be able to easily identify where individuals have knowledge and behavioural gaps, and be able to remedy those for each individual without having to effectively ‘sheep-dip’ everybody into the same training. There may be just one or two areas an individual needs to develop but as a manager you need to have some visibility or way of measuring the individual’s capability. This is much more of a coaching/mentoring approach to management.

 

Discover alternatives to the one-size fits all approach, how to embed a standard of excellence in your company culture and case study evidence from our clients John Lewis and Eurostar.

 

Amanda Green

By Amanda Green

Amanda Green,

Principal Consultant

As Principal Consultant for Cognisco, Amanda provides consultancy to a wide range of public sector, multi-national and blue-chip clients to help them explore employee knowledge, behaviour, attitudes and confidence. Amanda utilises various methodologies for the assessment and reduction of behavioural characteristics indicative of violations and non-compliant work behaviour.

Amanda works with clients and associates to design and deliver bespoke assessment solutions and interventions and evaluate the results, in terms of ROI. Clients include: John Lewis, Network Rail, QinetiQ, BP, Centrica, Eurostar, and Heathrow Express to name a few.

Amanda utilises various methodologies for the assessment and reduction of behavioural characteristics indicative of violations and non-compliant work behaviour. She has recently designed and implemented programmes to embed work-based safety and compliance in a number of sectors, including: munitions, retail, transport, financial and medical. These projects included the development of situational judgement tests to evaluate understanding, confidence and likely behaviour, in given situations. These approaches have proved highly effective in identifying behavioural indicators of risk and provide a platform for targeted interventions.

Connect with Amanda: uk.linkedin.com/pub/amanda-green/a/662/908

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