Whether you operate a small business or a large company, top-notch customer service is essential to the long-term success of your organization. However, it takes much more than policies and rules to achieve a service-focused department or company. Excellent customer service requires a team effort with buy-in from every individual. As a manager, it is your responsibility to inspire a motivated, positive and caring attitude among your staff.  Your management techniques, attitude and your interaction with employees are the keys to achieving this goal. These are some tips to help you take your organization to a higher level of customer service.

1.         Make sure your staff understands the big picture. Explain the importance of their roles to the company and the customer. They are frequently the last link in the chain the work they process often goes directly to the public. Therefore, they are the final opportunity to detect errors. Encourage them to pay attention to what they are processing, and provide feedback when something does not look right.

2.         Keep your staff informed. Continually provide them with updated schedules so they are aware of upcoming workloads and deadlines. This will help them anticipate possible overtime as well as scheduling personal appointments and planning for vacation times.

3.         Give employees credit for their job knowledge. Ask them for ideas and make every effort to implement them. When confronted with a new or different project, ask for suggestions on how it should be processed. They are more apt to make it happen when they have input in the planning stage.

4.         Entrust employees with special assignments as well as projects such as reorganizing workflow, ordering new equipment, changing floor layout, etc. If it affects them, let them help plan and implement the solution.

5.         Support your staff by showing them you are concerned about their job frustrations.  When there is difficulty with a particular project, ask them for ideas on how to avoid problems in the future and be sure to follow through with their suggestions. If there are equipment or supply problems, address them with service or salespeople and report back to your staff on the results.

6.         Make every effort to enhance employees' jobs. Most people like learning new tasks, so challenge them with assignments at a higher level. Cross train and give them opportunities to provide back-up to other positions. This will also facilitate training for later openings.

7.         Capitalize on individual strengths. Even if job descriptions are identical, try to give employees assignments that they are good at and enjoy. For example, some employees would rather work on a machine than do hand work. Others may prefer processing paperwork.

8.         Reward your employees when it is earned. If your company has merit awards, take advantage of them. On slow days, let staff leave early or take longer breaks. When they work overtime, buy pizza, donuts, snacks or treats. When you need that little extra effort from them, they'll be more willing to give knowing that you value their efforts.

9.         Share gratitude. If you receive praise from a customer, such as a note, e-mail, voice mail or gift, share it with your team. When you receive a compliment on a job well done, openly give your staff credit, after all, you couldn't do it without them.

10.       Give your staff feedback frequently. Tell them how they're doing, good and bad. Let them know you appreciate them by complimenting them on a regular basis. Remember to criticize in private and praise in public.

11.       Be knowledgeable about your employees' jobs. Take the time to learn how work is processed and how to run some of the equipment. When the workload is heavy, roll up your sleeves and pitch in. They will appreciate and respect your efforts.

12.       Give employees opportunities to learn and move up within the department or organization. Train them to help with some of your duties. Encourage education, especially if your organization has a tuition reimbursement program. Join the local Postal Customer Council (PCC) and allow your staff to attend meetings and get involved with the local mailing community.

13.       Encourage your employees to be team oriented and support one another. If you demonstrate this attitude, your staff will follow suit. When they feel they can count on their fellow employees when needed, they will likely reciprocate.

14.       If at all possible, be flexible with hours. Some employees may be early birds, others may prefer to come in later and stay later. Accommodate them when possible. This may also reduce overtime hours.

15.       Strive for a versatile staff men and women all ages. Different genders and age groups tend to have different strengths. Consider this when putting together work teams. A versatile staff tends to get along better and be less competitive.

16.       Encourage involvement in company activities. Suggest your staff help plan a holiday party, company picnic or other company-sponsored events. Be sure to support them in their efforts. This contribution not only gets them more involved with the company, but it also helps staff gain respect from employees in other departments.

17.       Show interest in employees' lives. Acknowledge major events such as a birthday, a new baby or a new home. Initiate a collection to purchase a gift or plan a luncheon. Be as flexible and accommodating as possible when an employee has an illness or death in the family.

18.       Have fun. Laughter relaxes tense and stressful moments, helps employees bond and makes the job more enjoyable.

19.       Most importantly, respect your employees. Make every effort to be fair, open and honest at all times. Your staff is your most valuable asset, and they ultimately determine your level of success.