"Really showed me what I am motivated by, gave me a clearer vision of what I want and what I need to do to get there."
Benefits
(go back to Performance Tools)
Benefits to Stakeholders
We are often asked, “What’s in it for us to develop a Customer Service Culture?” And most employees attending our classes have the same thought; “Why should I, what’s in it for me to improve the quality and consistency of my customer service?” The benefits listed below are low hanging fruit available to all when staff and management share a common focus, direction and purpose.
Benefits to customers include…
- they feel special / important, valued and appreciated – they take home “added value”
- customers tell us that staff are more responsive to their individual needs
- customers receive the necessary expertise from staff so they can make better/faster decisions
- they are served on time and they feel the prices they pay are “fair” – often more than fair
Benefits to employees include…
- they have stronger internal motivation triggered by higher purpose, personal choice and clarity - employees are more solution focused and cooperative with individual, team and organizational goals and objectives
- are treated by co-workers as “internal” customers – and being “in service” to them and are better at getting their own needs met, as internal customers in their work environment (because they understand the principles, beliefs and practices that makes Business Excellence possible and how to apply them)
- willing to take on additional responsibilities to create better results AND are willing to be more accountable for their own results and those of their team
- develop the know how to assess and meet customer needs and feel increased confidence and competence in serving all customers - what they learn is valuable – it helps employees improve their personal lives too
- learn how to use tools to decrease workplace stress and frustration and increase satisfaction & fulfillment – morale and motivation increase too - they know how to increase job satisfaction – they have a sense of increased value as an employee
Benefits to the organization and shareholders include…
- reduced costs along with increased productivity and profitability
- increasing numbers of satisfied customers and retention of current customers
- lower customer acquisition costs due to positive word of mouth advertising and customer retention
- increased employee retention by raising morale and decreasing work environment stress and frustration (they learn skills to accomplish this) the organization is perceived by customers and employees as trustworthy – “it walks its talk”