Customer Service Leaders Must Master Speed

If you want to differentiate your company in the marketplace, you need to show how you can dramatically deliver service and products faster than your competitors. Fortunately, companies can create a new mind-set that helps win the war on speed:

1. Create a culture for the need for speed. If employees realize the importance for speed, they'll get the job done faster.
2. Customer service is a skill; it can be taught. And it should be taught every four months with new and interesting materials to keep employees fresh and engaged.
3. Modify policies that are speed traps. The lack of speed can cost a company a lot of money.
4. Speed is customer service at its best — a powerful competitive advantage.

John Tschohl is the president of the Service Quality Institute, and he presents strategic keynote speeches to companies worldwide. John can be reached at John@servicequality.com.