Telephone Excellence by Mike Mitchell

Quality Service through Effective Communication

By Mike Mitchell

Quality service begins with quality leadership. One of the most important characteristics of a good leader is the ability to communicate goals and objectives effectively. But how does a manager clearly and effectively communicate the goal of quality service?

If the department manager doesn’t effectively communicate the goal of providing quality service (i.e. solve the problem, treat the user with respect, and follow-up as necessary) to the users, then quality service will never be realized.

Since individuals communicate differently, here are three tips to communicate your goals more effectively to your staff.

Know how the individuals on your staff communicate and adjust your approach

• The Straight forward individual – Some individuals respond to direct instruction. Tell them what you want and they intuitively “get it.” They can figure out the details.

• The How do I do that individual – Some of your staff may need more guidance than others. Don’t assume that what you’re saying is what they’re hearing. Make sure these individuals understand all the tasks involved in providing quality service.

• The What’s in it for me individual – The tendency is to give two alternatives: do it or find another job. The better method is to tell the person how much easier and less stressful it can make the job when providing quality service (i.e. fewer recalls, satisfied users, less conflict, etc). While this type of person presents a challenge, remember that managing relationships is a large part of your responsibility as a manager.

Communicate your expectations to your staff

• Set expectations – Know specifically what you want to accomplish. Make sure your staff clearly understands what you expect from each of them.

• Results need to be measurable – Explain to your staff that quality service needs to be measured. Allow them to contribute ideas so they can be part of the quality process.

Use positive motivation and recognition

• Avoid micro-managing the process – Give staff a sense of ownership of the process. This can help their confidence as well as create accountability.

• Recognize staffers who excel – Everyone wants to know what they’re doing is significant and is contributing to the department goals. If your budget allows, I recommend a gift certificate or some small token of appreciation awarded quarterly. For those who aren’t successfully contributing, try a private coaching session to get them on the right track.

Dr. Alan Loy McGinnis in his book Bringing Out the Best in People states, “…so many leaders ignore this simple truth…no one wants to be a failure. Nearly all of us want to succeed.” Expecting high quality performance from your staff leads to the highest quality results. If you effectively communicate your expectations, use the right approach, and provide positive recognition, you can be a leader who succeeds at providing quality service.

- Mike