Above is the sneak peek for the The Philly311 Show’s latest episode with guest Jackie Linton, Director of the Center of Excellence. I really enjoyed sitting down with Jackie and discussing the Center of Excellence’s three core functions: Project Management, building project management capabilities; Organizational Development, developing talent for the future; and Performance Management, supporting departments in managing their performance metrics and facilitating external transparency. While all of these functions have a direct tie to customer service excellence, I would like to focus on organizational development (specifically talent development) for this week’s customer service tip.
Developing talent within your organization is crucial to your customer service operations for two important reasons: the first is that many of the employees who are on the receiving end of development programs are ones closest to your customers. Customer service representatives, supervisors, or even call center managers have direct contact with your customers every day, with the ability to make or break your customers’ overall experience. With such constant, high stake interactions, these are the employees whom you should be developing the most. While most organizations carefully plan and implement training programs, development programs are just as important as they help to build the skills, knowledge, and confidence of your employees on and supporting the front line.
The second reason that talent development is so important in customer service is that a good development program helps to build employee engagement. While most organizations agree that higher employee engagement leads to better customer service, most organizations do not agree on the best ways to engagement their employees. Why not engage your employees by taking a proactive interest in their future? Not only will this help employees to feel valued but it will also help them take a vested interest in the organization’s success. (Forbes has a great blog post about why employee development is so important.)
As customer service professionals, what do you think are the best ways to develop your talent?
Rosetta Carrington Lue is the Chief Customer Service Officer and Senior Advisor to the City of Philadelphia’s Managing Director. Follow Rosetta on Twitter @Rosettalue or visit her blog at www.rosettacarringtonlue.com