Working with staff to introduce new consumer’s support ethics is a very important process that requires attention and persistence from the company management at all its levels. The success of the principles as a whole depends directly on how the sales staff accepts such principles and guidelines. Therefore, the correct and proper thing to do is to develop a special program for the introduction of the new principles of consumer support & ethics. You can use a variety of models and scenarios of implementation – the main point is to have your staff to acknowledge and implement them as the mandatory code of conduct. The best and most effective solution is getting a professional backing from specialists in the area who provide the related customer care and customer service courses on all areas including consumer ethics.
Especially "thoughtful" employees may take the introduction of new principles of consumer support as a cause for increasing their wages. However, the principles of ethics should be taken at the level of the job description. It is a set of obligatory rules which do not involve additional motivation of the sales personnel. The development of such rules can be done by your middle and senior management with the help of our specially designed courses and trainings.
Ethics of consumer support – points to know
Practice shows that the implementation of support ethics norms is a labor-intensive process that requires some effort on the part of company management. Difficulties may arise in connection with employees’ fundamental resistance to everything new. Ideally, the implementation of principles must be carried out when you first set up the business model. If the principles are implemented in an existing network of business, there will always be some resistance from the staff. To be able to manage with such resistance the key goal shall be very clear and well explainable. To achieve it we offer special courses on development and implementation of consumer ethics standards at all levels of business.
Innovation in the systematization of principles of ethics begins with the formation of clear principles and then needs to be implemented and explained to employees of a wide diversity of levels, from sales managers to company management. These employees will be the main agents of the further implementation of the new principles. For example, if your best salesperson, after visiting our courses has been heavily involved in the development of new rules of interaction with consumers and applicable ethics, he should share it with his colleagues.
This way, you will ensure that the staff gradually accommodates to the new ethics system requirements. The principles will not be something unexpected and sudden that changes the entire system. Furthermore, the employees develop the sense of being proactive to all events, which will significantly reduce their natural resistance on a psychological level.
As for the time required for implementation of the new regulations, it may take from two to six month. The main objective in the process of implementation of service support ethics principles is the overall improvement of service standards, and one of the vital elements of it are the ethics being followed by the company personnel at all levels.