Living on Customer-Focused Values

July 10, 2013
Here are a few tips for making those internal team members feel that they are being taking care of as well (which will in turn reflect on their service to the external customers)

From time to time, we like to report about how service-focused companies are creating and maintaining a culture of service. Creating a culture of service is an ongoing, day-in, day-out process that involves everyone in the organization. The entire team understands that living the service culture is important---even when no one else is watching. The pledge to focus on customers is important for a service organization, but it is also important to focus on the internal team (or the internal customers).

 Here are a few tips for making those internal team members feel that they are being taking care of as well (which will in turn reflect on their service to the external customers):

     Great leadership

  • Leaders that treat team members with respect
  • Asking opinions and involving team members in decisions that impact their work
  • Help team members see the big picture and their role in it
  • Offer coaching and guidance to help team members reach their full potential
  • Recognize team members hard work in delivering extraordinary results

    Focus on Team First

  • Make sure the team has the tools, information and resources they need to position themselves for success
  • Provide support and opportunity by rewarding and helping to fulfill careers

    Hire top talent

  • Having great people is what sets the best apart from the rest
  • Allow team to bring their ideas and apply their skills so that everyone can grow both personally and professionally
  • Hire for personality and train for skill
  • Focus on finding team members who exhibit self-discipline, ambition, compassion and empathy
  • “Soft” or “Core” skills are more important than text or mechanics that can be developed in a training lab

    Provide a caring culture

  • Center employee engagement activities around the well-being of team members-both physically and mentally
  • Empower team members
  • Reward team members for behavior that you want to see