Don Forrer writes a story for Naplesnews.com where he offers us an analysis of the difference between customer service in Arkansas and Southwest Florida and gives some tips to managers:
First, managers must measure customer service and use feedback to make changes. Managers must emphasize customer service for both external customers and employees. Training is an important step that will provide good examples of expectations. Additionally, a communication system throughout the organization that emphasizes customer service is vital.
Other steps include a reward system for those providing outstanding customer service and elimination of employees who fail to recognize the importance of customer service.
Can you imagine being fired for not providing excellent customer service?
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