|The Service Profit Chain|
In their book, The Service Profit Chain, Heskett, Sasser and Schlesinger conducted an extensive study of profitable service companies and they concluded:
1) The latitude given employees by their management to meet customer needs,
2) The authority given them to serve customers and
3) Possession of the knowledge and skills needed to serve customers.
4) well engineered support systems, and
5) recognition and rewards.
The incentives and rewards must encourage them to take "ownership" of the customer's problems and figuratively speaking, the business.”
- Training, Training, Training - Many organizations cut back on training during the downturn in economy. Now is the time to return to training to ensure your employees are confident in their responsibilities.
- Empower Employees - Once employees are trained, increase their levels of authority to make decisions to serve customers based on their skills and abilities.
- Survey Employees – Ask employee’s regularly what frustrates them when trying to serve customer needs and then put in action plans for correction.