thank you note Archives - Shep Hyken | Customer Service Expert

Top Takeaways:

Think about how you want employees to treat your customers, flip it and say, ”Are we treating our people that way?”
Start with the experience you create for your employees. When you support them to grow their skills and knowledge, they can better take care of customers.
Leaders have to show up with more empathy and understanding. If you want your people to stick around, you must make them feel appreciated.
If every person in a leadership position would make it a point to get to know their employees better, that would be a huge step in keeping your employees.
Listen to your people in a way that you never have before. Model what excellent customer service is, give them confidence by creating opportunities to increase their skills, provide them with agency so that they’re empowered to help the customer, and create a culture where they feel safe.

Quotes:

“Focus on the employees first. Their experience is the foundation of what will happen to your customers.” “The service behaviors that you’ve defined on how your customers should be treated also apply to your internal customers, your employees.” “There is power in first impressions. Don’t shortchange the employee’s initial experience. The “red carpet” treatment should start from day one.” “There are so many factors in the business that you don’t have control over, but the one thing you have control over as a leader is the culture you create.”

About:

Donna Cutting is the Founder and CEO of Red-Carpet Learning Systems, Inc., an organization that provides training and tools to transform your customers into loyal fans. She is the author of Employees First!: Inspire, Engage, and Focus on the Heart of Your Organization. They discuss how to create a culture of safety, inclusion, and empowerment. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

What is employee First culture?
Why is it important to put employees first?
How do you build employee experience?
How do you retain employees during the Resignation?
How do you empower employees to create a better customer experience?

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