@DennisSnow

Customer Service Keynote Speaker, Formerly with the Disney Institute, Business Author

 Orlando, FL
linktr.ee/speaking_of_service_excellence
Joined December 2008
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From 10+ years of working with organizations on customer service improvement initiatives, I can say without hesitation that the number one ingredient for success is top management commitment. #CustomerExperience #CustomerService
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Developing a service improvement initiative is hard work. However, world-class organizations recognize the importance and invest in training. As you build out your service improvement action plan, I want to share 11 action steps you should take as well as 5 pitfalls to avoid.
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3) Don't gloss over the difficulties of implementing the service behaviors. Be honest in admitting that excellence is hard work. 4) Don't assume that participants are coming to the training with a blank slate. Recognize their experience.
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5) Don't think of customer service training as a standalone. It must be part of an integrated improvement strategy. I hope that you found this to be helpful. Is there anything that you would add?
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How this 1 piece of advice made history and can work like magic in your business. *Reconnect your employees to the purpose of what they do. Employees who understand the true purpose of their jobs will ALWAYS perform better than those who see their role as a series of tasks.
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Again, pretty simple. But powerful when used as a tool to align the performance of your team.  These statements are easy to explain, train, and coach. They’re easy to keep top of mind.
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Now, I’m not saying that such statements are magic in themselves; they’re not. They must become embedded in the organization’s culture. They must become second nature. But when they do become second nature, they come pretty close to being magic.
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5 pitfalls to avoid when building your service improvement team: 1 - The members of the Service Improvement Team are the only ones doing any work on the improvement process. *Enlist help from all areas *Get input from multiple sources *Involve on subteams and keep them informed
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5- Some members don't follow through on assignments *Improvement effort takes everyone's commitment *One person constantly dropping the ball can bog down the whole process *IF necessary, remove and replace a member of the team who isn't committed to the process.
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Anytime a group of people meets on a regular basis, there are bound to be some challenges. I hope this helps you overcome some of the most common problems likely to arise.
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