Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Delivering exceptional service performance

News
11th December 2012

In tough economic conditions, delivering exceptional service performance is key to business success.

Andy Doig, Chief Operating Officer

 

 

Exceptional performance doesn’t happen by accident – it takes clear thinking, careful planning, and exacting execution. For me, there are four key areas to focus on:

1. Orientate towards strategic business outcomes

2. Engage hearts and minds

3. Create the right behaviours

4. Provide great leadership

Let’s examine each point in more detail.

1. Orientate towards strategic business outcomes

Many organisations bombard their service operation with a wide range of measures that often have no real relation to the strategic goals they are trying to achieve. Planning for exceptional performance in customer management needs to start with a clear vision of how the operation contributes to the delivery of strategic business outcomes from the customer viewpoint. This can then be developed into a suite of relevant service metrics.

To ensure goals are aligned throughout the service operation they need to be cascaded down to team and individual performance level. This will require careful consideration of how business information is shared.

2. Engage hearts and minds

At Webhelp UK we strongly believe that great performance is closely linked to great people engagement.

Engaging people is complex. Our experience tells us that people only become fully engaged when they understand why their contribution is important. This can then encourage them to perform at consistently high levels.

So it is essential to engage the ‘hearts and minds’ of your organisation with the success defined in key service metrics.

In practice this means thinking through how best to communicate the strategic business outcomes in a way that is relevant to every individual and the creation of a joined-up employee journey – starting with pre-recruitment and continuing through initial training, academies and delivering the service – that consistently supports people alignment and commitment to core service goals.

3. Create the right behaviours

Exceptional performance cannot be simply mandated or instructed if it is to be sustainable. Instead, service personnel need to actively ‘self-manage’ their delivery of great customer outcomes at each and every interaction.

…there should be a continual focus on creating, promoting and reinforcing the right behaviours..

On an organisational level there should be a continual focus on creating, promoting and reinforcing the right behaviours that deliver key success factors.

This requires consideration of the types of behaviour that will direct the operation towards the desired outcomes. For example, if customer resolution is key, it will be important to encourage the behaviours of taking responsibility and ownership.

The right behaviours needs to be reinforced and encouraged throughout training and ongoing coaching, and supported by consistent reward and recognition structures.

4. Provide great leadership

Exceptional performance needs to be driven behaviour and that means having exceptional leadership in place. High performance can be achieved by investing very heavily in supporting your front-line management.

While ‘managing by metrics’ is important at the organisational level, at the front-line level it is vital for management time and energy to be concentrated on coaching the right behaviours and skills that will deliver the required results.

Exceptional service performance is vital to business success

It is no coincidence that we have placed the development of effective performance coaching skills at the centre of our Management University programme.

Exceptional service performance is vital to business success, especially in the current challenging economic climate. By focusing on business outcomes, engaging hearts and minds, encouraging the right behaviour and providing great leadership businesses can set their operations on the right path to improved performance.

 


admin
Article by: admin

News & Insights

Service Provider
Solution Designer
Technology Enabler
Whitepaper
Content Moderation: Dating Applications

The urgency for change and transformation is increasing in the post COVID landscape, and content moderation and management services have never been more important! ​​ This new Whitepaper looks at some of the pain points in the Dating application sector, the typical industry reaction, and the way towards a more comprehensive and game changing solution. Ensuring that users are safe from...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
78% of directors believe customers are paying more attention to responsible business practices since pandemic

New research from Gobeyond Partners, the consulting firm focused on customer journey transformation, and Webhelp, Europe’s leading provider of outsourced customer engagement services, has today revealed that responsibility, transparency and trust are now perceived to be more important than they...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Blog
Reimagining Service: Insurance spotlight

COVID-19 has dramatically impacted millions of lives and fundamentally changed the direction of the global economy, but what are the emerging implications for the insurance industry, which is currently inundated with enquires and claims across all areas of cover? Half a million UK businesses...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Jean-Baptiste Decaix appointed Chief Client Officer of the Webhelp Group, member of the Executive Committee.

Paris, June 22th 2020. With the appointment of Jean-Baptiste Decaix as Group Chief Client Officer, Webhelp reinforces its international senior management and reaffirms its ambition to become a top 3 worldwide leader. A graduate of CentraleSupélec and an executive MBA from ESSEC-Mannheim,...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
Post Office Limited®

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook