It has always been a crucial element of service; it is now more critical than ever before. Customers’ expectations are rising and with increases in automation, AI, technology and self-service, our expectations around speed of response have risen like never before. As a customer you may have had the experience of no response, or a response so slow you felt it was delivered by carrier pigeon. Some clients share with me that they struggle with getting team members to answer the phone, return phone calls, or respond to emails. This is a leadership and cultural issue that must be addressed.

An empowered workforce driven by leaders who prioritise empowerment is the key to delivering exceptional customer experiences. By providing knowledge, decision-making authority, and trust, organisations can create a culture where teams feel supported and empowered to go above and beyond in serving their customers. To what extent does your team feel empowered?

A positive off-boarding or exit experience is an integral part of the employee journey. Team members leave a team or organisation for many reasons, whether voluntary or involuntary. These could include another internal opportunity, a new external role, retirement or redundancy and this must also be considered. All great experiences are by design, not by default and this includes how a team member is made to feel when they leave an organisation.

“The true mark of a leader is measured by the lives that leader touches.” In the busyness of taking care of teams, people, tasks, and demands, it is sometimes easy to forget the impact of service leaders. Yet I continue to see and hear of that impact and the difference they make in the lives of others.

“Maybe they were just having a bad day.” And while I love and appreciate the empathy displayed for our customer service community, it has left me pondering the question, is having a bad day an excuse for poor customer service?

Key areas where leaders can make a significant difference to the customer experience. When customer service fails to meet expectations, the frontline often receives the brunt of the blame. However, it is crucial to acknowledge that people do not wake up in the morning with the intention of delivering poor customer service.

Everyone has a different communication style and some customers may not be aware of the impact of talking over someone or may have difficulty recognising social cues. They might even not realise they are interrupting or that it can hinder effective communication. In any case, if you ever find yourself getting frustrated, the following techniques can be useful.

Leaders often ask me, ‘How do I address ongoing poor performance?’ I acknowledge it can be extremely challenging. That is why leaders need to establish clear goals and service standards to help people to know what is expected of them and provide continual recognition and coaching to avoid things getting to this point. However, I find myself being asked this question more frequently in recent times.

What can you do to encourage the voice of your team? In the 2021 Qualtrics XM Employee Experience Trends Study, 92% of those surveyed believe it’s important that their company listens to feedback, yet only 7% say their company acts on feedback well. The five steps of feedback…

It was an awe-inspiring moment during the conference listening to Reese Witherspoon. A renowned actor known for her iconic roles in films like "Legally Blonde," "Sweet Home Alabama," and "Walk the Line," she also has a reputation for her remarkable business acumen. Reese is the brilliant mind behind 'Hello Sunshine,' a highly successful company that produces several female-led literary adaptations.

What struck me during Reese's captivating speech was her emphasis on caring, empathy, kindness, and compassion. She shared heartfelt stories about her genuine concern for the people working in her company and for her audiences.

“A must-read for every leader in customer service.”

“They Serve Like We Lead - How To Take Care Of Your People So They Take Care Of Your Customers.’ Today, I am thrilled beyond words to announce that it is now available and ready for purchase!

there are several reasons why a customer may not receive a positive experience, or poor service is delivered.

No standards or clear expectations for the team

Poor processes

Technology issues

Lack of induction and training

Lack of coaching and feedback

Lack of tools to do the job

Poor leadership

Team member not suited to the job or role

Poor attitude.

Note that poor attitude is the least likely factor.

If an organisation does not have any standards in place, I recommend creating them as a priority as they are such an important foundation of building any service culture. They can then be used in orientation, onboarding, training, coaching and performance goals and it is where all great service begins. It gives everyone the opportunity to know what is expected of them, and what great service looks like for each organisation.

How a team member is welcomed into an organisation will have a long-term impact on how they feel about the organisation. This begins on their first day and continues throughout the formal orientation and longer-term onboarding process.

USA Today reports that 67% of gym memberships go completely unused. But even among those who do use their gym membership, many are not exactly regular. Finder.com says 56.6% of members use the gym twice a week, 20.7% go once a week, 6% go once a month, and 7.4% go less than once a month.

When a customer service team seems to be in a spiral of negativity, I encourage all service leaders to ask one key question.. WHY… “Grant me the serenity to accept the things I cannot change; courage to change the things I can; and wisdom to know the difference”

If poor customer behaviour is not addressed, not only is there a potential safety risk to the team but also sends a message to the customer that their behaviour is acceptable and they can continue to act in any way they like in the future. This has a significant impact on team morale and can lead to increased fear, absenteeism, disengagement and ultimately attrition. No one wants to work for an organisation who doesn’t put their safety first.

They Serve Like We Lead - My new book is designed to be a really practical guide going deep into the application of all of the principles of service leadership. And it is my greatest joy to share this news with you all first. I can't wait to share more with you over the upcoming weeks, including the release date, pre-orders, and also the upcoming book launch. I want to thank you all for inspiring this book. It has been the work that I have done with the customer service community, both the frontline and leaders that have inspired every word that was written in this book.

Over the past twelve months, I have watched our customer service community continue to shine despite some very challenging circumstances including stock shortages, labour challenges, increasingly challenging customer behaviour and customer expectations continuing to rise. Regardless of whether you are working in the commercial, government or not-for-profit sector, customers are expecting an experience that is fast, easy and personalised. According to a recent PWC survey, nearly 80% of consumers say that speed, convenience/ease of use, knowledgeable assistance and friendly service are the most important elements of a positive customer experience.

Sarcasm can be defined as a “sneering or cutting remark.” It is interesting to note the word sarcasm comes from the ancient Greek word sarkázein, which meant “to tear flesh.” That verb became a metaphor for “speaking bitterly.” How often have you heard the expression that sticks and stones can’t break our bones? Words however, can be hurtful. Even the ancient Greeks recognized that sarcasm feels like someone is digging into you!