Having a service framework built on science does not mean that employees will execute great service every day. How do you ensure employees are acting on the 3rs and working hard to improve their skills in these three areas? The secret behind executing great service every day is taking a constant athletic approach to coaching.
When it comes to customer satisfaction, consistency is king—not the customer. Customer service is as much about serving your colleagues and employees as it is serving your customers. Because a team who feels accountable will go the length with your customers.
The 3 Rs
It would have been incredibly difficult to rally the 40,000 employees of the Commonwealth Bank of Australia to deliver better service without a clear, compelling, and memorable framework. The 3Rs enabled Mark to collapse and summarize my main research findings into three memorable dimensions of service quality.
Mark’s latest blog posts
There is a symbiotic relationship between customer service and coaching. The science of customer service, which is built around the 3Rs of reliability, responsiveness and relationships, give us a behavioural framework in which to educate employees on how to deliver...read more
As noted in a previous post, coaching is the only strategy that companies can deploy that simultaneously increases customer engagement and employee engagement. You can increase customer engagement by raising the abilities and the motivation of employees to serve the...read more
In last week’s wildly popular blog post, we looked at strengthening the reasons persevere with your coaching endeavors, with the main theme being all about motivation. As I alluded to in my last piece, this post is all about convincing you to stay the course and...read more