Customer Service Quotation – Walt Disney

Walt Disney

Walt Disney

Let’s put this under the microscope. It’s a fairly general quotation but promises an outcome based on your company’s behavior. At the heart of the quotation is the meeting of strategy and execution.

The behavior is to do what you do well. There are a few pre-requisites to this. First you need to understand what it is you do. For customer service teams you should consider having an operations manual. This manual should be at the heart of your company.

Doing it so well that customers tell their friends is a whole new ball game. This comes down to delivery:

1. Training: Based on the operating handbook, ensure that your staff know what they’re doing
2. Monitoring: Know how the team are doing at executing the handbook. Watch for both the good and bad and use it to drive further training
3. Appraisal: Let staff know what’s going on. Give them performance targets and ensure that they know how they are progressing