THE RIGHT recognition

摘要

Customer satisfaction is key in most businesses. But how often are customer service professionals patted on the back for their role in ensuring customers are happy and when is a good time to recognise their achievements? Robert Burdett of the Institute of Customer Service (ICS) explains how the first week in October could be the opportunity you've beer waiting for. A two-year-old boy was playing cricket in the park with his mother. He had a child-sized cricket bat and after a few attempts he actually hit the ball. He immediately dropped the bat, turned to find his mother and started clapping, cheering and laughing. She of course reciprocated. How much do we encourage and recognise others in adult life? Think about how we treat toddlers. Every time they take a few steps or try any new activity we do not just mumble 'well done', we clap and cheer and call out 'good boy' or 'good girl' with great enthusiasm.