Here are some ideas for helping prevent poor service at your organization:

1) Prepare Early. Let your staff know if you’re expecting increased volume levels so that they can restructure their workflow accordingly. It also helps to mentally prepare yourself to be busier. Organize breaks, meals, call backs and other components of the work day to accommodate peak customer demand.

2) Get in the Trenches Yourself. Nothing shows your commitment to your team like getting in there and working alongside your team members. It’s also the best way to keep abreast of what’s happening on the floor, in real time, with your employees and what type of service your customers are experiencing.

3) Provide Feedback. Let your team members know how they’re doing, both good and bad. When you see an employee doing something that you think should be handled differently, leverage this as a learning opportunity. After the incident, pull her/him aside and privately explain in a positive, constructive and supportive way how this situation should have been handled. Don’t forget to praise the people who are doing an exceptional job so that their model behavior can be identified and emulated.

4) Get your Team the Resources they Need to do a Great Job. Particularly if you’ve had to downsize your staff or haven’t been able to add personnel in step with demand, make sure the people who work for you have your support and the tools they need to do a great job. This includes the best possible customer service training (see http://bit.ly/avMygm), coaching, the right equipment, access to information and a positive work environment in which to perform their jobs.

I hope you find these suggestions helpful. And keep up the great work with this blog Dennis!