Management skills are very important for improving your customer service and its great delivery, and with that in mind, in this report we are going to focus in on some of those key management skills.
In some situations, such as working in a busy restaurant, tensions are understandably high. Waiters are under a lot of pressure to make sure that all of their diners are having a good time, and managers are under a lot of pressure to ensure that their waiters are performing to the standard which is expected of them.
However, even though the stress is understandable, it’s important that management acknowledges the fact that their staff members are not machines. They will make errors from time to time, and by getting angry about those mistakes, you, as a manager, are contributing to diminishing employees’ self-confidence. Instead, if a mistake is made, simply talk to them about it and don’t let the anger control you.
On the other hand, if an employee isn’t cooperating or is getting angry at the management, then issue a warning later on. Whatever you do, don’t give them a stern warning in front of customers. Although the employee may deserve it, it will have an adverse impact on your customers’ experiences.
Reward Your Employees for Great Service Delivery
The most common way of doing this is to integrate an “Employee of the Month” program into your business. By rewarding your employees for consistently high-quality performance, they will feel more motivated to continue with that level of performance.
Additionally, it will greatly improve the mood of your work environment as your employees will feel more inclined to perform at a high level because they know there is a chance of being rewarded.
Lastly, your customers will notice the effort which your employees are putting into their work, and this will in turn help to bring about better customer service by making the customers feel well cared for.
Understand Your Responsibility
You’re in charge of your team, and therefore whatever positivity or negativity your employees bring into the business, that’s on you.
If your employees are continuously providing your customers with a great experience, then you have nothing to worry about. You can take a step back, breathe, and focus on other aspects of managing the business.
However, if you see an opportunity for improvement or there are issues with employee performance, it’s important to understand that it’s your responsibility to deal with those issues. Evaluate each employee’s performance and ask yourself, “Have my employees had enough training?” Look at the services which you offer and ask, “Are we providing enough details about what we offer, or perhaps we’re providing too much?”
There is almost always room for service delivery improvement, and ultimately, it’s your job to improve your business and your employees in any way that you see fit.
If more training is needed, set aside the time to schedule the training and work alongside your staff to make sure that everything goes according to plan.
All in all, treat your employees as you would want to be treated.
Recognise the effort which they put into their work and respect their opinions. If an employee comes to you with a suggestion on how to improve customer service, don’t pull a micro-management attitude on them. Instead, thank them for their input and consider what they’ve brought forth.
Because you are a member of management, you are responsible for not only making sure that the customer is having a great experience, but that your employees are happy with their jobs. Using the three key management skills we’ve provided you with, you can ensure that everyone is happy and you have great level of customer experience delivery.
See more under the courses on customer experience provided by Atton Institute Dubai.