Service Quality Institute is the global leader in helping organizations keep customers, build market share and improve the performance of the entire work force by developing a culture of delivering superior customer service.
No firm can be a service leader without empowerment. Empowerment means you have to bend rules and policies in favor of the customer. In my book, Empowerment: A Way of Life I said everyone's single, most important task every day is to have over happy customers. If you have over happy customers your competition is screwed... sales increase and customer loyalty soars.
The verb form of bellyache is what I am referring to. It is to complain or bellyache about simple matters that are not taken care of for the customer. It’s simply asking for a solution to a mishap or bad service.
I know, as a business person you can see them coming from a mile away. It’s the determined look they have to get a problem brought to your attention. To them it is a problem that is eating away at them and they will not be happy until you have gone above and beyond to take care of what is probably a simple problem that shouldn’t have happened in the first place.
Very few firms understand the cost of employee turnover and damage it can do to their brand. Take a look at how your company values people from the front door to the corporate level. The mind set is pretty simple…the less you pay them the easier they are to replace. Not true!
Employees at the bottom of almost every organization are the face of your organization. I estimate that 99% of the customer contact is with these employees and they are the least respected and least compensated in any organization.