CREATE A PERSONAL MISSION STATEMENT – CUSTOMER SERVICE

PERSONAL MISSION STATEMENT FOR BETTER CUSTOMER SERVICE

How Creating A Personal Mission Statement Help Serve The Customer Better

Without a written mission statement, it is easy to lose your way. Think about this. You and your family decide to take a vacation, so you pack your bags, load them into your car, and take off for your vacation.

Because you do not have a clear destination in mind, you drive down one road until someone in the

backseat tells you to turn down another. You turn on to that road, then someone else pipes in that it is a boring road.

Soon everyone is arguing about which road to take. You return home exhausted, having spent your entire vacation driving aimlessly because you did not have a destination.

A mission statement is your destination. It tells, in exact words, what your company stands for and what you wish to achieve. Having a mission statement provides everyone in your organization with a clear focus and, most importantly, the same focus.

Performance Prompts

• Begin by analyzing what you, your company, and your team stand for.

• What service or product do you provide? Why is it important to your customers, and what is your role in providing that service or selling that product?

• What level of performance do you expect from yourself?

• How do you expect your customers to be treated?

• Your mission statement should be very specific about what your company (or you) expects to achieve.

• Your mission statement should be brief.

• Post your company and personal mission statements for your team and coworkers to see. Make sure each statement is clear, so everyone understands it.

• Focus daily on your mission.

• Everything you do should in some way move you toward your destination.

When This Happens . . .

You do not see the need to write out a mission statement because you already have a clear vision of your company’s goals and the personal values by which you operate. After all, your company has a mission statement that is posted.

One day you overhear your coworkers talking about your company, and you realize that each of them has a different idea about what their role in the company is.

Try This

As your company’s emissary, you need to understand how your role relates to your company’s mission and vision. You decide to write a mission statement, but you do not know how to do it.

Begin by writing down how your work contributes to your company mission. Think about the values you wish to exemplify. Now put it into the context of a mission statement.

My mission is to do my best to be our customer’s provider of choice for ____; to demonstrate my care and concern for our customers by focusing on their needs; to satisfy my customers on the first try; to look for new and innovative ways to improve the products we offer; and to look for ways to grow personally.

Live up to your mission and values daily.

BOUNCE BACK WITH RESILIENCY – CUSTOMER SERVICE

BOUNCING BACK WITH RESILIENCY FOR BETTER CUSTOMER SERVICE

Why Resilient People Provide Better Customer Service?

Resiliency is one of the most important qualities you can possess. Resilient people bounce back from life’s challenges, learn how to overcome difficult situations, hold up under pressure, and find renewed strength in their experiences.

Like confident people, resilient people are not born with this quality. Like confidence, resiliency can be developed.

Performance Prompts

• When life throws you a curve, do not complain about how unfair your situation is.

• Put your problem-solving skills to work, and find the best solution.

• When there is no good solution, deal with the problem to the best of your ability.

• Sometimes biding your time is the only good solution. Remind yourself that in time the situation will look different.

• Draw on your inner strength to get you through the really tough times.

• Learning a life lesson from your experiences helps you deal with the next curve that comes your way.

• Lower your expectations about outcomes. When you expect less, you are less likely to be devastated by curves.

• When you lower your expectations, you will become more flexible. Flexible people are also adaptable people. In today’s fast-forward world, adaptability is a welcome trait.

• Try to maintain balance in your life. When you are going through tough times, eating healthy foods and exercising can boost your immunity. Doing these two things can also keep you from becoming depressed.

• Most importantly, keep your sense of humor. Laughter really is the best medicine.

When This Happens . . .

You feel devastated because you just found out your father is in the early stages of Alzheimer’s disease. As the only child living close to him, you know that you will become his primary caregiver.

You do not know how you are going to juggle this with your home and work responsibilities—and do a good job at either.

Try This

Life has thrown you a curve. You naturally feel a sense of despair because you are already grieving the loss of the father you know. Is this unfair?

Yes, it is unfair. But if you focus on the unfairness of your situation, you will be unable to move forward.

Instead, you should move into a problem-solving mode. Analyze the situation. Try to be objective. Think of the best solution for caring for your father, while still taking care of your other responsibilities.

Cut out the nonessential things in your life right now. It is critical that you eat a healthy diet,

make time to exercise, and, most importantly, make time to laugh and have some fun. Talk to people who will understand.

Always try to make lemonade out of lemons, even if you can only squeeze out a drop.

BALANCING PRODUCTIVITY AND QUALITY CONCERN FOR CUSTOMER SERVICE

PRODUCTIVITY AND QUALITY CONCERN BALANCE TUTORIALS

How To Balance Productivity and Quality Concern?

Managers need to recognize that operational processes, however important, are basically just a means to an end. The key is to understand the specific benefits that a service provides for its users. 

Many firms bundle together lots of different activities as part of their effort to provide good service. But innovation in service delivery requires constant attention to the processes underlying delivery of the core product—a bed for the night in the lodging industry, fast transportation of people in the airline industry, or cleaning and pressing clothes in the laundry industry.

New processes may allow service organizations to deliver the same (or improved) benefits to customers through distinctly different approaches. But firms need to be clear about their objectives and the implications for customers. 

Sometimes, adopting a new process improves productivity by cutting costs at the expense of service quality. In other instances, customers are delighted to encounter faster, simpler, and more convenient procedures. 

So, operations managers need to beware of imposing new processes, in the name of efficiency, on customers who prefer the existing approach (particularly when the new approach replaces personal service by employees with automated procedures that require customers to do much of the work themselves). 

By collaborating with marketing personnel, operations specialists will improve their chances of designing new processes that deliver the benefits desired by customers in user-friendly ways. 

Among other things, customers may need to be educated about the benefits of new procedures and how to use them.