Making Employees Customer-Centric

As a small-business owner, your priority is customer service. Can the same be said of your employees?

To reduce the guesswork, it makes sense to establish a company mission regarding customer service and put processes and policies like these into place:

• Empower: Provide guidelines as to what’s allowable in terms of special customer treatment, while giving employees leeway.
• Reward: If an employee handles a particularly tricky customer situation with finesse or goes the extra mile, make sure it’s duly noted. Explain why it fits with your business’s vision for customer service.
• Communicate: Take the time on a regular basis to sit down as a group and talk about customers and what’s important to them.
  
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