1.
• Recruit, train, coach, and inspire the right people – everyone’s got to be in it to win it!
• Adopt a purpose-led approach to performance management – purpose, measures, methods
• Make sure new people earn their wings before they fly solo – don’t rely on beginner’s luck!
• Include everyone in your quality monitoring – don’t outsource it to your customers!
• Empower your people to improve the customer experience – evolution, not revolution
• Test that processes are fit for purpose – a range of scenarios at different times of the day/month/year
• Check customers understand what's expected of them
– don’t mistake non-compliance for defiance
• Identify and address the cause of any confusion
– don't assume it’s their fault, it could be you!
• Tailor your communications to the audience
– raise your standards, not your voices
• Remember, practice makes perfect
– the more you practise, the luckier you and your customers will get!
Service Delivery – it shouldn’t be down to chance!
Jon Stephenson
https://uk.linkedin.com/in/stephensonjon