Monthly Archives: December 2015

Your customers’ journey

Here’s part 6 in my 12 blog series onCustomer Journey

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

6. Your customers’ journey

Now’s a perfect time to review your entire customer journey and all the various touch points your customers experience.

I’m often amazed how frequently I come across employees who only know their tiny little bit of the customer journey, having never experienced anything else the customer gets to see or hear.

I strongly encourage any business to have every single employee experience every one of their customer touch points. It’s amazing what they pick up and the opportunities they see to improve the whole customer experience. Not forgetting the potential it opens up for spotting opportunities to add value or make recommendations to customers.

So if January is a quiet month for you, what better time to review this.

 

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

 



Set mini goals

Here’s part 5 in my 12 blog series on

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

5. Set mini goals

It can often feel as if you’re not achieving much in the first few days or weeks back at work. So consider allocating some specific short term projects or goals that everyone can get stuck in to and for which they can see some results within the first few days back.

Even better if you can make these customer service related.

It will certainly help focus attention back onto the job in hand, and get everyone back into full flow as quickly as possible.

 

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

 



Keep your team informed

Here’s part 4 in my 12 blog series on

how to engage and motivate your team on their return from their Christmas breakWho's talking about you?

4. Keep them informed

Time off often gives people time for reflection and can prompt them to start thinking about other options, career moves or even career changes.

Keep your team up to date with what’s happening in your business so they feel involved and quash any feelings of insecurity.

Update them on your plans for the year ahead. If you don’t tell them yourself they’ll often invent their own version!

Take the opportunity to up date them on product knowledge, what’s happening in your industry, with your competitors, or anything in the press.

A knowledgeable team not only gives them confidence, it enables them to make decisions and help build trust with your customers.

 

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“7 Reasons why Customer Service Training Fails”

 

 


Celebrate and Share Success

Here is part 3 in my 12 part blog series onthumbs-up

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

3. Celebrate and share successes.

Update your team on your achievements for the past 12 months. What milestones have you achieved as a business, what have been the highlights of the past year, and what’s been the team contribution to these?

Give praise where it’s due that will create a buzz for the year ahead!

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

 


Say thank you

Here is part 2 in my 12 days of Christmas blog series on…

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

2. Say thank youthank you card

If your team were working hard right up until Christmas (and maybe over the Christmas period itself) don’t forget to tell them how much you appreciate their efforts.

This might be a simple thank you, or maybe a token gesture related to their hobbies or interests. It doesn’t have to cost the earth; just a token. But the thought it evokes will make a real difference.

Be sure to recognise all departments, including back of house staff, or those in non-customer facing roles. They all have their part to play.

If you didn’t do anything for them before Christmas coming back and saying “I really appreciate what you did, and I got this for you as a small token of my appreciation”, will make them feel they are recognised for a great job.

 

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



Play from a 10

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

Having just come back from a month away (travelling to Antarctica via the Falkland Islands and South Georgia) I know how difficult it can be to get motivated again after a break. And of course it can be no different for you and your team getting back into the swing of things after Christmas.

All of which of course can have an impact on your customers experience and ultimately the bottom line.

So here is the first of my mini 12 days of Christmas blog series, which this year will focus on getting your team motivated and engaged once they return to work.

1. Play from a 1010

It’s a self-fulfilling prophecy, which if we think it’s going to be tough getting back into the swing of things the chances are it will be.

Not just for you, but for your team as well.

The way we feel emotionally will influence the feelings of people around us. In other words if we mooch around all day resenting coming back to work after Christmas we’re far more likely to elicit negative emotions, than if we’re smiling, laughing and generally being positive about being back at work.

Being confident, enthusiastic and energetic might not always rub off on everyone else, but it’s a better bet than if you’re down and moping about resenting being back.

If you’d like more ideas here are 28 Activities to Engage, Energise and Excite your Team in Customer Service