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ACCEPT

It is a priority for a majority of companies to enhance customer services, creating an innovative and memorable experience for each and every client they have, be that from a direct or remote contact.

To do so, a strategy is put into place. A desired user-experience is defined and employees are trained with regular follow-ups and evaluations. Everyone shares a part of the responsibility.

The intention at first is good, customer-service based business is the future. However the initiative usually comes from management and it’s the employees who primarily deliver everyday’s customer service.

So that they can achieve memorable user experience, every single day, you will need more than simple training and pushing values over. You need to treat them as you want them to treat your clients.

Regularly, managers that are competent and know they have a good team stop at simply this: “knowing they have a good team”. So that employees perform at maximal capacity towards your clients, they in turn need to see their managers and colleagues be at maximal capacity towards them. And that, every day.

This is even more so for employees that work on more “minor” tasks that could be seen as less-worthy such as maintenance and housekeeping who are often exposed to clients in their everyday tasks. Even if they understand the importance of quality customer service and even if they have the capacity to do so, it will be extremely difficult for them to demonstrate consideration towards your clients if they do not feel considered by colleagues or management. Customer service is thus heavily impacted.

How then do you show acknowledgement and consideration to your employees?

Materialistic acknowledgement

There is motivation in salaries but not only. You may also present them with adequate, decent and up-to-date work tools such as a comfortable desk or a uniform they will appreciate wearing and so on.

Acknowledging people

Some employees work in the shadows whilst most of their colleagues don’t even know the extent of their work. Organizing exchange days between departments for example is a good way to let your employees value others and be ambassadors when back in their respective teams. This boosts respect between departments.

Recognizing employee expertise and experience

Very often, employees that have been there for a long time and who excel in their tasks, receive feedback only when something’s wrong or that they need to put more effort into their work. It is then only natural that such feedback brings around weariness and dissatisfaction. Encouragements, compliments and verbal acknowledgements should be communicated on a daily basis and in a spontaneous way.

Those are but a few ideas, nevertheless, as long as an employee feels looked after, he or she will be inclined to take care of your customers and deliver the experience management so longs for.

Author

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Amelia Pillon Associate at Lausanne Hospitality Consulting

Graduating from the Ecole hôtelière de Lausanne, with a Bachelor’s degree in International Hospitality Management, Amelia joined as an Associate in 2017. Her role involves working on stimulating projects for the executive education and advisory departments as well as managing the Summer Academy programme organization.

Prior to joining LHC, Amelia worked in various hotels in Switzerland and Spain, primarily in the event’s departments. Eager for new challenges, she broadened her expertise while working in the Sales department of a Swiss event agency organizing congress and exhibitions such as Basel world or Art Basel.

Amelia is Swiss and Italian and speaks French, English and Spanish. Her German and Italian skills are work in progress.

When spending time out of the office, Amelia enjoys hanging out with friends, reading and wall climbing. Riding horses and starting sewing projects are her two favorite ways to get some fresh air and recharge her batteries.