Dennis Snow

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

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?

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.

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.

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.

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.

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.

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.

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.

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