Management expert Ken Blanchard put it best when he said: “In the past, a leader was a boss. Today’s leaders must be partners with their people, they can no longer lead based solely on positional power.” Good business practices start at the top of the organization and trickle down. This rule is also valid when it comes to good customer service practices. If management treats customers with respect, employees will also treat customers with respect. Managers who show that they appreciate employees by being available will inspire those under their authority to make themselves available to customers. This general approach to exceptional customer service will benefit the entire company and help maintain customer loyalty. How can this approach be successfully implemented within an organization?

Management must be visible

Management must be seen as part of the team. Is this the perception that both employees and customers have of the management of your organization? Do customers always have to ask the manager when they have a problem? Isn’t it better to have the manager, outside the home, in the store, easily identifiable and building relationships with customers just like other employees? Perception is incredibly important when it comes to management visibility.

Management must be approachable

Do employees feel they can approach their managers with suggestions for possible improvements in customer service? If they don’t feel like they can, they may miss out on some of the tips that can help keep customers loyal and attract new customers. Management must not only be accessible to employees, customers must also feel that management is there to help them. One of the worst impressions to make is that management is intimidating when a customer is trying to solve a problem. Management must be present as a partner to help reach a resolution as quickly as possible.

The top-down approach may require some refresher training in customer service for management. It is important to remember from time to time that the customer is the most important part of any successful business operation. Once management has this idea firmly embedded in its business philosophy, the culture of customer service can truly flourish within an organization, and the company will reap the rewards of improving customer relationships and improving employee morale.

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