Here are a few of the hundreds of “leadership action menu ideas” from my Leading a Customer-Centered Organization workshop resource workbook:
Train frontline service staff in how to systematically identify root causes of service/quality problems and involve them in a continuous improvement process.
Provide a process for frontline service staff to track and systematically analyze all complaints, service breakdowns, and quality problems.
Post service/quality trend charts and customer experience/process maps for all frontline service staff to keep score and stay engaged in the improvement process.
Systematically ask frontline service staff to identify (and rank order) what’s getting in the way of higher service/quality levels and involve them in addressing the issues.
Regularly ask internal staff who deal directly with customers, why your organization gains/loses or pleases/displeases customers. Analyze the answers for trends.
Be a model of responsiveness and serve the servers. Promptly return internal messages or e-mails.
Make it easy and painless for frontline staff to raise issues/concerns. Respond promptly and systematically analyze the trends for improvements.