Frontline Festival: Leaders Share About Employee Engagement and Customer Service

Welcome back to the Let’s Grow Leaders Frontline Festival. This month’s festival is about employee engagement in relation to customer service. Thanks to Joy and Tom Guthrie of Vizwerx Group for the great pic and to all our contributors! Next month’s Frontline Festival is about gratitude.  Submit your relevant blog posts here!

Creating Great Customer Experiences

Nate Regier of Next Element Consulting shares that openness is critical to excellent customer service because customers want to know you care before they can engage in problem-solving. When employees engage emotionally with customers, they recognize that emotional problems are at the route of customer service complaints. I love his 3 part model for connecting with empathy. Follow Nate

According to Chip Bell of Chip Bell Group Attitude is the foundation of innovative service and that takes leaders who stay on the hunt for spirit leeches and “burn” them out with the heat of their passionate commitment to the customer! Real leeches suck blood; spirit leeches suck spirit. Remember: customers abhor indifferent service more than bad service! Bad service could be the result of a faulty system, a process with a glitch, or a leadership vacuum. But, indifferent service always signals a complete lack of caring!  He also provides a post to encourage remarkable serviceFollow Chip.

According to Chris Edmonds of Driving Results through Culture, great customer service is delivered only by trusted, talented, engaged employees. In this short post and three-minute video, Chris’ insights from a remarkable family vacation leads to three keys to building incredible customer loyalty.  Follow Chris.

Paula Kiger of Big Green Pen shares a personal story related to Disney’s commitment to customer service. When she had a family member helping to make the magic, her appreciation changed and grew deeper.  Follow Paula.

Shelley Row of Shelley Row Associates shares some customer service lessons from helicopter pilotsFollow Shelley

Beth Beutler of H.O.P.E. Unlimited reminds us that sometimes, attention to just being responsive is a key way for your employees to serve customers and clients well. Follow Beth.

Building Service into the Fabric of Your Culture

John Hunter of Curious Cat Management Improvement advises that it is very difficult to create a system with customer focus by all staff without several basic supports in place. Respect for people needs to be practiced, not just mentioned. Staff have to be given authority to act in the interest of customers.  Follow John.

Jesse Stoner of Seapoint Center for Collaborative Leadership reminds us that customers can always tell whether a company is values-driven. You don’t need an expert to tell you. She provides five ways to look to your own customer service experience to tell what’s really going on. Follow Jesse.

David Grossman of The Grossman Group  advises leaders to communicate their company brand on the inside to engage employees, which in turn creates happy customers and a more successful business. Follow David.

Employee Engagement and Customer Service

Amanda Cameron of Patriot Software, LLC  shares that how your employees feel about your company has a huge impact on customer service. Business leaders who promote employee engagement should see both work culture and customer satisfaction improve.  Follow Amanda.

Wally Bock of Three Star Leadership provides a post showing that when engagement grows, so does retention, productivity, and customer service.  Follow Wally.

According to Chery Gegelman of Simply Understanding uncommon employee engagement and superior customer service doesn’t just happen. It begins with us, learning to create environments that support and direct the behavior of our co-workers, and yes, even our bosses.  Follow Chery.

How about you? How do you work to enhance the customer experience where you work?

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Karin Hurt

Karin Hurt, is CEO of Let’s Grow Leaders and a former Verizon Wireless executive. Karin was named on Inc.’s list of 100 Great Leadership Speakers for Your Next Conference, the American Management Association List of 50 Leaders to Watch, and as a Trust Across America Top Thought Leader in Trust. She’s the award-winning author of two books, Winning Well: A Manager’s Guide to Getting Results— Without Losing Your Soul, and Overcoming an Imperfect Boss. She’s regularly featured in business publications including Fast Company, Entrepreneur, and Inc.

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