Today Asbury Park Press has an article called "Building Loyalty". It offers many examples of good customer service, particularly how employees can make a huge difference in the reputation of a company.
Good customer service always begins with hiring the right people - people who have it in their hearts to want to help people. In the article, Peggy Morrow of Peggy Morrow and Associates says this:
"I'm pretty good," Morrow said. "But I can't take someone who basically doesn't like people and doesn't think service is worthwhile and make them good at customer service."
The article also goes into depth about caring for your employees. Read more here...
Great article and I am glad you chose to highlight it. As a consultant and writer I have been teaching the same things. Employees are the lifeline and heart of the business. If you have poorly trained employees, poorly qualified employees, underpaid and overworked employees, under appreciated employees or unhappy employees for most any reason in any department you have a company health problem.
If our bodies systems get out of whack we can end up with cancer or heart disease etc reducing our ability to function and to be efficient. Same for a company with employees that are unhappy. They reduce the company’s ability to operate, produce and to serve. This also includes management.
Employees are customers to and they buy in to the company's goals and mission in the very same way that a customer buys into a company's products or service, so if you want to cheat them, over work and under appreciate them watch out because the long term penalty you will pay is far greater than what you think you are gaining.
Posted by: Tim Whelan | April 18, 2006 7:37 AM | Permalink to Comment