This past Sunday, The New York Times published an interesting and well written story about Pret A Manger, a chain of British sandwich shop with a few stores in the UK and apparently exceptional customer service. As I was reading the story, the parallels to managing enterprise customer support teams were interesting and obvious, especially their focus on people.
Most interesting, at least to me, was the intensive focus on teamwork and attitude. From team interviews to training, measurement and compensation, the entire system is focused towards the overall performance of the store, as opposed to the individual performance of single employees.
Here are some additional points I found interesting:
Regular inspection of the operation, but also that of the competition – easier in retail than it is in enterprise software, but still doable (think about using your IT department, asking customers and your friends and acquaintances)
Understanding customers’ demands and keeping in mind they may change between markets, learning the market and adapting quickly are mandatory
Set up your operation and adapt staffing levels to the changes in volume. This may sound trivial, but if it is, why do we wait in line or put on hold in so many places?
So, where have did you find interesting lessons and inspiration?