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Boost Customer Service with a Culture That Serves the Servers

...treat your employees better. The Customer Service Chain is often a useful visual in building a culture of serving the servers to boost the customer experience and live up to the organization’s brand promise. Its core message is “if you’re not serving customers directly, you need to serve someone who...

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Thoughts That Make You Go Hmmm on… Serving the Servers

Many of this month’s blog posts have been around improving the rampant levels of declining customer service levels in most organizations. Managers often point to frontline servers attitudes as the source of the problem and look for quick motivational or training fixes. But who hired the servers? Who trains them?...

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The Times and the Paradigms are a-Changin’

...Leadership Effectiveness Research on the strong connection between leaders serving the servers who then delight customers has been around for decades. Here’s one of many Zenger Folkman studies correlating data from 360 ratings of leadership effectiveness with customer survey data:   Flip Your Organization Chart It’s been said that no...

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Realigning Systems to Serve and Support High Performance

...system is serving and continuously get their input on whether it’s meeting their needs. Keep systems focused on serving customers and serving the servers. Partner with those who use your systems and/or make them work. Bring vendors and frontline teams together to develop systems that are “wholistic” and interconnected. Ensure...

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Turning Your Organization Upside Down

...times a day, he asks if there is anything he can do to help me. He acts like he works for me.” Exactly. Tomorrow’s issue of The Leader Letter publishes my September blogs. Our lead article is serving the servers to delight customers. Part of this comes from leadership and...

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Leading Question: Are You a Barrier Buster?

...units small and decentralized. This promotes unity, commitment, and independence. People can move quicker and more readily see the results of their actions. Use the Customer Service Chain in building a culture of serving the servers. Its core message is “if you’re not serving customers directly, you need to serve...

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Poor Customer Service: The Writing is on the Wall

Imagine sitting in an overcrowded medical clinic waiting room and spotting this sign on the wall, “When your number comes up, please have your symptoms ready.” You won’t likely ever see that sign. It’s too honest. But there’s a high chance you’ll encounter that attitude. Too many organizations are inside...

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Put Employees First to Delight Customers

...themselves…. companies that had a 1-percentage-point lead over their peers in key customer journeys typically enjoyed a 2-percentage-point advantage in revenue growth. In addition, companies that deliver excellent customer journeys increase employee satisfaction and engagement by 30 percent.” Research on the strong connection between leaders serving the servers who then...

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Want to Improve Customer Service – Treat Your Employees Better

...system everyday are far more likely to be practical and relevant. And when they’ve been involved in making the improvement decisions, employees have a much higher degree of ownership for the customer service standards they have helped to set. How well are you serving the servers? How do you know?...

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Trust Matters: It’s Critical in These Disruptive Times

...Credibility Gap Looking outside, instead of within — for ideas, expertise, and advice Not serving the servers “Blame storming” Confusing information and communication Open doors and closed minds Avoiding feedback about themselves How to Bridge the Credibility Gap Listen up Reach across the great divide Get their input Run two-way...

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Yeah, right. Overcoming Organizational Cynicism and Mistrust

...Mail column Bridging the Credibility Gap, I described how leaders widen that gap and how to bridge it: How Managers Widen the Credibility Gap Looking outside, instead of within — for ideas, expertise, and advice Not serving the servers “Blame storming” Confusing information and communication Open doors and closed minds...

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