Getting the best out of your staff – customer service and your QMS

When it comes to getting the best out of your staff, especially when it comes to customer service, it is very important to have a great quality management system in place. The cornerstone of any successful business is great customer service and as a business owner there are a number of things you can do to make sure all of your staff are aware of the value of the service they provide.


When staff are motivated not only do they work harder, they also work better, taking pride in their work and going that extra mile. All too often customer feedback can be of the negative kind, so it is vitally important to communicate positive feedback to staff. Sadly, however, customer compliments don’t happen that often because customers expect it and therefore rarely comment. As a business owner, you can help invite positive comments by asking your customers to review and feedback on the service you’ve provided, which can form part of your QMS. Positive feedback can really boost the morale of either an individual staff member or indeed the entire team, pushing them to perform over and above what is expected of them. Members of staff are just as important as customers, and happy employees will stay longer with a company, reducing staff turnover and creating a better working environment. It’s a win-win situation.


Invest in regular training as part of your QMS, and make sure your staff members are up to date on all the latest relevant skills to help them perform their job to the best standards. As well as increasing knowledge on skills required for their job, training can also promote a sense of team spirit, enabling staff to work together in a non-work environment. It is also important to ensure that all new employees receive training when they begin working for the company. Having a set of guidelines in place so that they are aware of procedures can really help them to know exactly what you expect from them – and be sure to offer plenty of support whilst they are settling in.

Ad hoc and cross department training can also be a vital tool to your business, making sure staff are able to deal with any situation should something unexpected happen. Use real life situations as training opportunities – not only will this show you which staff are naturally more able to adapt to these situations, it will also highlight any areas of weakness that may require additional training, either within the company or externally. Don’t forget to document any changes in procedure that follows these learning experiences – informing staff of any changes in procedure is vital – and don’t forget to update your quality manual to reflect these changes too.


When it comes to improving an individual’s job satisfaction, positive feedback for great customer service goes a long way. However, there is nothing wrong with incentivising your staff in the first place in order to achieve a consistent level of good feedback from your customers. Customers who are happy with the service they receive, as well as those who are unhappy, are likely to mention it to other companies, allowing your business to grow. Many companies favour schemes such as employee of the month, or team of the month with a simple reward offered at a set time, it may seem like a small thing, but often just a little incentive can push staff to go that extra mile and provide consistently great customer service.

If you’d like to know more about how your customer service can improve as part of a great quality management system, then we’d be happy to talk you through this, and the other benefits of implementing a quality management system within your business.

How can we help you?

If you’re in need of assistance with any aspect of certification, here at Synergos we’d be delighted to help. Whether you have questions about the path to certification or are looking for advice and support to maintain an existing standard call 01484 817 444 or Email and we’ll be happy to talk it over with you.

Published 19/09/2016

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Jenny Kilburn
Jenny Kilburn
Completed my Masters in Business Administration (MBA) in 2012 I was looking to start my own business. With over 10 years improving and streamlining business systems, I grasped an opportunity to assist a local business to improve their quality and communication processes by researching the requirements of a quality management system based upon ISO 9001 and conducted my first internal audit that resulted in 97 improvement recommendations. After a successful outcome, I was recommended again and again with glowing reviews and in February 2014, Synergos Consultancy was born. I now have the role of regularly reviewing and planning the strategic direction of the business to ensure that Synergos continues to develop, whilst at the same time, still actively working closely with some of our clients. In my spare time I love to attend the theatre to watch musicals, dance productions and plays. In 2019, I attended the theatre a whopping 24 times. I follow a plant-based diet which I absolutely love. A keen tick-tock follower, I have picked up a lot of interesting recipes. A firm favourite is Brussel sprouts and sriracha sauce baked in the oven. Delicious!
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