Customer Service (CONT’D FROM PAGE 26)
propriate payoff. If customers don’t value extras, are they worth it? Probably not. Your Move : Pay attention to where you’re investing and what kind of payoff you’re getting for your efforts. If cus- tomers don’t value what you’re providing, it may be time to modify your offerings. Payoff Six : Consistently good is easier to monitor. Whether a service experience meets standards is relative- ly easy to determine. In contrast, ascertaining delight is much harder and usually more subjective. Your Move : Focus on what you’re evaluating and how. Are the standards measurable? If not, it may be time to rethink what you monitor and how you communicate that to those people providing service. Most businesses would see a greater return on their investment if they strived for a grade of consistently good instead of the occasional op- portunity to delight and excite. The work is easier and the payoff better in the long run. Kate Zabriskie is the president of Business Training Works, Inc., a Maryland-based talent de- velopment firm. She and her team provide onsite, virtual, and online soft-skills training courses and work- shops to clients in the U.S. and inter- nationally. For more information, visit www.businesstrainingworks.com.
service response time is 48 hours and you’ve gotten into the habit of jumping on command for certain customers, it may be time to go back to return to a more manageable schedule. Payoff Four : Consistently good is easier to train. Show- ing employees how to deliver exceptional is much harder than teaching them how to consistently deliver a solid per- formance. By zeroing in on the fundamentals, businesses
can streamline processes, reduce complexity, and show their employees how to regularly and reliably deliver something good. Your Move : Take a look at your training and what’s hap- pening on the job. Are you nailing the basics? If not, it’s probably time to focus on the core activities that move the needle for most customers Payoff Five : Consistently good can be more cost ef- fective. Before investing in shazam, bling, and wow, busi- nesses should ask themselves if those efforts have an ap-
Serving the North American Corrugated and Folding Carton Industries Since 1985
Give your digital marketing campaign a boost! Leverage your message to your potential customers with the credibility of Board Converting News behind it. Sponsor a weekly Monday issue or we’ll send out an eblast any day of the week to our full online circulation. You provide the copy, images and link to a video or website and we’ll do the rest! Contact Len Prazych 518-366-9017 lprazych@nvpublications.com
28
www.boardconvertingnews.com
March 27, 2023
Made with FlippingBook interactive PDF creator