Someone recently asked how to get staff to use the new skills they had learned for more than a couple of weeks. New work habits are more likely to stay when management reinforces the use of the new skills through recognition. This can be done with a simple great job or I liked the way you worked with that client when you observe the new and correct staff behavior. Recognize the employee at a staff meeting for using the new behavior. Create an incentive program.
Staff feel confident in the decisions they make.
They know management supports their actions and decisions. Customers know their issues are resolved immediately without the need to repeat their problem numerous times up the chain of command. Empower staff to resolve challenges on the spot. Customers will return knowing you genuinely care about their happiness. Walk your talk.