Customer service secrets of the professionals, which you can easily adapt and apply for yourself, center on a passionate desire to measure, control and improve your team's performance.

These suggestions will get you started. As you begin, consider what you can measure, you can control and what you control you can improve the operation of and, what you improve will reduce operating costs and lift profits.

Staff Performance Measurement

Staff performance measurement calls for you to commence collecting, analyzing, and using data on the work output of each staff member. Have team meetings to involve staff in decision on what your KPI's (Key Performance Indicators) are to be.

Work out the team performance gaps, where actual performance levels are below industry best practice. Put in place strategies to reduce the gaps.

Multi Skill Staff with Training

Your findings from performance measurement will result in the discovery of the need to have a well developed training program to multi skill staff so that absences can be covered by a back up staff member being able to do temporary double duty to maintain good customer service levels.

Friendly Phone System SetUp

The first point of entry for most customers to your business is the telephone. Just as you make special effort to greet visitors at the front door to your home your staff need to make a good effort when fielding inbound calls.

Your cus

tomer service consultants will benefit from regular training upgrades to their telephone answering skills. When the first voice a customer hears is caring and helpful they will continue to give you business.

You are now equipped with the customer service secrets of the professionals.

Put in place Staff Performance Measurement, Multi Skill Staff with Training, and have a Friendly Phone System SetUp. Watch your bank statement as your operating costs fall and profits rise.

Copyright 2005 Kenneth Little

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