WOW Customer Service - The 4 E’s of Excellence
by: webmasterKimm
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The 4 E’s of Excellence is a model for beating the competition by delivering the WOW customer service. The four E’s are:
Establish employee performance standards
Evaluate employee performance frequently
Educate and motivate employees
Execute successfully with improved team performance
Establish employee performance standards – It is not enough to tell your team to “deliver great service”. They must be given some standards to strive for such as - stand, smile and greet; use the customer’s name at least once; ask “If there is anything else I can help you with?”, etc. The standards should be evaluated to be sure they are customer centered and take into account realities (Imagine telling an employee to answer the 7 incoming phone lines in 3 rings or less AND stand, smile and greet customers).
Evaluate employee performance frequently - You must measure what you want to manage. By measuring performance you a) Reinforce the importance that results count—not efforts b) You put everyone (employee, manager, regional VP, trainer,) on the same page regarding performance results c) You have the power to compare results across all units to lead/manage employees, staffing patterns, training, strategies, etc.
Educate and motivate employees – This is a powerful step because it represents the TRANSFORMATION process from a good (or maybe a terrible) performance into a great performance. Empowered with our expert services, education (training) can be tailored to fit exact needs –
down to regions, units, teams and employees. And the increased motivation created by praising employees and team performance improves job satisfaction, builds teamwork and consequently improves performance.
Execute successfully with improved team performance – The three previous E’s have given focus, motivation and improved capabilities to your most important resource, employees. The key is now for the team to “take what they know they should do well” and “do what they should do well” - day in and day out.
In summary, MysteryShoppingExperts.com’s 4 E’s of excellence model will help you improve customer service and your profits. It is a continuous process that creates a roadmap to lead an organization from mediocrity to the destination of customer service excellence. For more info about mystery shopper program like hotel mystery shopping, customer feedback survey and best mystery shopping please visit mysteryshoppingexperts.com.
Article Source: http://www.ArticleStreet.com/profile/webmasterkimm-22378.html
About the Author
David Kantner, M.B.A. is the President and Founder of MysteryShoppingExperts.com. He has been featured in print, radio and TV and has consulted with organizations nationwide. dkantner@mysteryshoppingexperts.com
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