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Kindle Notes & Highlights
by
Jeff Toister
Read between
December 25, 2024 - January 8, 2025
A good customer service vision statement follows these three guidelines: 1.It’s simple and easily understood. 2.It’s focused on customers. 3.It reflects both who you are now and who you aspire to be in the future.
Most of the people who serve fans at a Chicago Fire match don’t actually work for the soccer club. The concessions are run by a contractor who uses a combination of employees and volunteers to serve guests. The stadium itself is owned and managed by the Village of Bridgeview, the town just outside Chicago where the stadium is located. Trobaugh has only a small internal team of employees to help ensure everyone serving guests is delivering a consistent experience.
Outsourced. The word you should have used is outsourced. It helps keep payroll costs down and liabilty.
Another way the Fire leverages informal communication to improve service is through something called Spark Training. This is a short, pre-shift training session that’s focused on helping a specific department (concessions, parking, etc.) address a particular problem.
NEVER agree to do training on your personal device on or off the clock.
A lack of employee engagement causes many problems. Companies struggle to provide consistent service when there isn’t a shared customer service vision. Employees are less likely to go the extra mile to serve a customer when they aren’t committed to their organization’s success. And talented people are more likely to leave a company when they don’t feel passionate about the culture.
prioritizes short-term revenue over long-term customer satisfaction.
Your strategic decisions must be aligned with the culture and the customer service vision if you want a customer-focused organization. All too often, leaders unconsciously undermine the culture they’re trying to create by making a decision that doesn’t fit the culture. This is almost always done to chase some sort of short-term financial advantage.
