Continuous improvement in Customer Service

Here’s part 7 in my 12 blog series onbar-chart

how to engage and motivate your team on their return from their Christmas break


7. Continuous improvement

Customer Service isn’t something you tick off your list. It’s continually evolving, and there will always be little tweaks you can make to improve your service.

If you don’t do them already set up regular ‘buzz briefings’ which focus on customer service and continuous improvement, thus involving your team in discussions and spotting opportunities to improve service and make things easier for them to consistently deliver good service.

After all, many of them will spend more time with customers than you do and often spot things or hear things you might miss.

Each day (or as a minimum weekly) ask your team members for their feedback on the day to day operation and to come forward with suggestions on how things can be improved. Not just for the customer, but to make their lives easier too. Shaving 5 minutes off a task in one area can free up 5 more minutes to spend caring for customers elsewhere.

Even if you’ve tried something before and it hasn’t worked that doesn’t mean to say it’s not a good idea. Quash their ideas early on and they’ll be reluctant to come forward with suggestions in future.


Delivering great customer service is more than just a sheep dip exercise. read more here


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