Building a service ethos to deliver the highest levels of customer satisfaction and NPS
Building a service ethos to deliver the highest levels of customer satisfaction and NPS
An increase in NPS or other customer satisfaction measures is one of the most common metric improvements that MGI customers are looking to achieve through their investment in MGI training. We frequently hear of organisations becoming stuck at 20 or 30 NPS or 70 and 80% customer satisfaction and there seems to be an artificial ceiling that organisations reach. To power through that ceiling and consistently perform at a higher level, there must be something that differentiates you – something that makes you stand out in your expertise and ability to handle any customer interaction.
To reach the higher levels of satisfaction requires a consistency and certainty that your people are equipped to handle any request, question, complaint or criticism that they encounter in a positive, confident and solution-oriented manner.
This is accomplished by giving everyone a set of skills that enables them to:
- Have an optimal mindset of ownership and responsibility with a genuine belief that all feedback is invaluable, that there is a way forward, a solution or compromise to be found and that they do make a difference in every interaction they have with customers and each other.
- Demonstrate that mindset through what they say and do using a suite of language and action tools so that customers are completely certain of the service focus and the collaborative, empathetic and ethical ethos that your organisation lives by.
Take a moment to lift the lid off your organisation and look at how people communicate and interact with each other and customers. Consider how well they demonstrate this mindset through their language and actions. If you believe that your service ethos and style is always to look for a solution and to help customers and colleagues find a way forward – even when you’re not able to do exactly what the customer wants; there is something we can do including expressing empathy and moving to action – then every conversation, letter or email you send should begin with what’s possible, something empathetic or appreciative. This Positive 1st style should continue throughout the interaction to truly demonstrate that everyone is ready and equipped to deliver the highest levels of service every time. It is possible to observe and audit this behaviour. In our experience, when you achieve 75% compliance with solution-orientated Positive 1st Communication, your service metrics shift.
MGI’s Mindset, Language & Actions Toolkit can help you increase your NPS or other service metrics by mapping out the results you want to achieve through equipping people to demonstrate your organisation’s service ethos while their own personality shines through. Our Toolkit approach is observable, measurable and coachable, providing everyone with motivating and empowering skills which, when used collectively, guarantee improvements in customer satisfaction measures.
Our Resources
Discover our free downloadable tools, checklists, guides and eBooks, designed to help you and your people thrive at work.
Eight essentials to improve customer satisfaction
At the heart of driving high levels of customer satisfaction, we’ve identified eight factors that serve as the foundations of a customer-focused culture. Concentrating diligently on these will provide you with a road map for determining the customer centricity of your organisation and whether the foundations for excellent customer satisfaction are in place. Check out […]
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Six Steps to Confident Conversations for Managers and Teams
Being confident and positive in conversations with colleagues, customers, suppliers and stakeholders will help to manage any situation that arises in a constructive, appreciative and empathetic way. The ability to manage any workplace conversation efficiently and appropriately will ensure a more enjoyable and productive working life, allowing everyone to thrive and achieve their goals and […]
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Four important productivity characteristics of Customer Service teams
There are many ways to enhance productivity at work. At the heart of every organisation, whether for profit or not, productivity is of course critical to ensure goals are achieved in the most effective way. From our work with clients all around the world we have identified four important characteristics found in highly productive Customer […]
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Guide to assess your listening skills
If you pause to reflect for a moment, consider how well do you truly listen? When we assess listening skills on our programmes, senior executives to the frontline participants tell us they realise they could do better. They become aware that they could substantially enhance and build on their listening skills so that we have […]
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Checklist and guide: Phrases to listen out for and eliminate from customer service responses
Our simple Checklist and guide will help you to determine whether your teams need more help in understanding how to respond positively, constructively or empathetically.
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Information Guide: How to ensure long-lasting impact from training
We know that strategic, all-encompassing embedding support is essential for achieving long-term behavioural change and success from any significant training investment. Use our information guide to ensure you are considering all aspects of the training experience to gain maximum benefit from your investment in training, whether it be a focus on your culture, a transformational […]
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Assessment tool: Do your people have an Optimal Mindset?
Use our checklist assessment tool to find out whether your teams are displaying a positive, motivated and optimal mindset in their day to day activities and whether they are equipped to deliver great service, collaborate with others in the team and contribute to excellent outcomes every time. This will help you to gain invaluable insight […]
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Checklist: Do your people demonstrate Ownership & Responsibility?
Use our Assessment tool to find out whether your team members clearly demonstrate ownership and responsibility in their interactions with customers and colleagues. Is this consistently demonstrated? Do they need a reminder? Or is it something that needs to be developed? Having a clear understanding will allow you to gain invaluable insight and plan to […]
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Assessment Guide: Management Training Needs
Do your managers have what it takes to be exceptional leaders who influence and inspire? Use our Management Training Assessment Guide to gauge your managers’ self-awareness, self-management and communication skills; their proficiency in advanced listening and questioning techniques; and their overall potential to be exceptional leaders who value diversity within their teams and can flex […]
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Assessment tool: 12 Questions to ask your customer service team
How are your team thinking about your customers? Use our 12-question assessment tool to keep your finger on the pulse of what your people are thinking and feeling about their interactions with customers and whether they truly feel equipped to give great service. Build this assessment into your team meetings, or 121’s and gain important […]
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eBook – How to Excel at Customer Complaints
How are your customer service teams handling the feedback and complaints that come their way at work? Do they welcome them as opportunities to showcase their skills as confident and capable customer service advisors, always happy to rise to challenges with a positive and solution-focused mindset, determined to do their best every time? Or is […]
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