Leading Superior Customer Experience: Turn Off the Power!
by Kate Nasser |
Various comments on my last post — Don’t Fire the Customer, Fire Yourselves! — showed that many use the phrase “fire the customer” as a display of power.
In the aftermath of abusive customers or the challenge of clients who constantly change their minds, some leaders and business owners use that damaging phrase to validate the organization’s position and use it to re-motivate frustrated and demoralized teams.
Yet, the power playing approach leaves a trail of trouble for the teams, the customer service culture, and the company’s reputation and brand.
Turn Off the Power for Superior Customer Experience!
Power struggles establish the dynamic as right vs. wrong.
Customer experience is about perspective and connection.
Power words, like “firing”, conquer & crush.
Customer experience is about awareness, empathy, uplift, and success.
Power-based motivation like “employees first, customers second” sets up a win/lose mentality.
Superior customer experience is about win/win!
“When you lead and serve for power, get ready for a power failure!” There is no greatness in either/or.
Turn off the power struggles, power words, and power-based motivation. If you want to use power, give it to your customers to give you free feedback — communicated with basic respect.
Turn on the listening and learning. Turn on creative exploration for effective problem solving. Turn on innovative thinking for customer satisfaction. Turn on the honest diplomacy to set limits in abusive situations. Turn on the joy of delivering superior customer service.
Lead a culture of excellence for improved performance based in continuous learning — not in power.
How will you ignite the customer service greatness in your organization?
I welcome your perspective in the comments section below. And I am ready to help you the way I have helped countless others in the last 23 years.
From my professional experience to your success,
Kate Nasser, The People-Skills Coach™
©2012 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email firstname.lastname@example.org. Thank you for respecting intellectual capital.
Kate Nasser, The People-Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.