Seven steps to maintaining superior customer service during peak periods

Source: TMI Australia, adapted from an article by Janella Barlow, PhD, President, TMI USA

Every group experiences peak times, with increased volume from emails, telephone calls or in face-to-face interaction. The following 7 steps are offered, to help supervisors maintain superior levels of service during peak demand.

1. Be visible - Supervisors need to get their hands dirty and be visible on the front line. This creates an atmosphere of good will and unity within the work group, which transfers to staff attitudes towards customers. Be accessible for questions and offer practical help with service delivery to customers.
   
   
2. Prepare staff for the peak periods - Staff will have an easier time coping with extraordinary demands if they know what they are facing. Let staff know of impending higher pressure and the possible increased emotional state of customers. Suggest some simple stress management tools such as taking a deep breathe after every telephone call and stretching shoulders and hands. Remind them to maintain their sense of humour, and drink lots of water.
   
   
3. Maintain coaching - Keep coaching sessions short, but regular to reinforce your commitment to continuous quality improvement. Peak periods are not the time to be sending out the message that your commitment to quality has gone out of the window.
   
   
4. Reward and recognise - Show your staff that you value their extra efforts during peak periods. For example, put on morning teas or have drinks after work, buy chocolates, celebrate milestones, or write individual thank you letters. Do things that are meaningful for your staff and they will be more than willing to deliver again for you when the next peak period comes.

   Similarly, share the successes of the team. When a customer sends a thank you letter, read it out or post it in a prominent place. A little good news can often go a long way towards re-committing attitudes.

5. Encourage appropriate customer descriptions - Allowing staff to describe customers as "idiots", "dimwits" or "losers" etc encourages a confrontational attitude. Remind staff that the organisation could not exist without customers and that name-calling is unprofessional and not tolerated. Customers will know when they are being treated disrespectfully.
   
   
6. Allow for "Steam Blowers" - Everyone needs time to vent their frustrations from time to time. The key is to keep the negativity enclosed and within limits. Periodic interludes for discussions about stress and the pressure of work are a real gift to your staff without the danger of everyone constantly venting and not getting any work done. Encourage staff to share strategies that have helped them manage frustration.
   
   
7. Manage your feedback - Use the information gathered in this peak period to ensure that your next high peak time runs even more smoothly. Gather your staff and ask them what they have learnt. You will learn from them; you will make your staff feel more valued; and you'll learn from the process as well. Summarise the main points into a strategy for your next peak period.