It’s Not Too Late! How to Transform Your Customer Service
Posted by Meredith Estep on Thu, Jan 12, 2012 @ 07:37 AM
Customer service is a competitive edge that nearly any company can leverage as a part of their overall marketing program. However, many companies have failed to bring this aspect of their business to a level that gets noticed among customers today. The good news is that you don’t have to wallow in bad service and disgruntled customers forever. Even companies with poor customer service reputations can turn things around with a few key transformations in their customer service culture. Check out these methods to win back customers and develop a positive service reputation in your industry.
Begin with Your Service Culture
Customer service does not begin with your front line employees; instead, it begins with the person at the top of your corporate hierarchy and trickles down. If you want your entire customer service staff to sign on for a new service culture, you must get your entire company to sign on right along with them. Those at the head of the pack should lead by example, putting customers first and showing others in the company the same level of service they expect customers to receive every day.
Set the Standard for Your Company
If you want to transform your customer service, you need to let your employees know exactly what is expected from them. A company-wide customer service standard defines your service expectations to your CSRs and holds them accountable for the type of service they provide. The standard should be well defined and measurable to allow you to track your progress in the service department and know when specific goals are actually reached.
Provide the Training Employees Need to Win Back Customers
Once customer service reps know what is expected, they need to know exactly how to achieve those expectations on the job. This is where supportive, comprehensive training programs come into play. CSRs should be instructed on your service policies and procedures, and given the chance to practice working with customers in a constructive environment. Role play activities are essential to help employees learn how to work with all kinds of customers and situations.
Offer Incentives for CSRs to Raise the Bar
The standard is set and the training has been offered; now is the time to offer your CSRs a little extra push to make your new policies and procedures a habit. Incenting customer service employees is an excellent way to hold them accountable for the service they provide. With bonuses and rewards to look forward to, most CSRs will hold themselves and their co-workers to a much higher standard of service.
Find Effective Ways to Measure your Results
Once your new customer service program is in place, it is important to find ways to measure your progress in the service department. Customer service metrics offer numerical values to the type of service you provide, from the number of rings before a phone is answered to the conversions and repeat business you receive from customers.
Transforming a tired, low-achieving customer service department isn’t easy, but there are a few basic steps that can steer you in the right direction. With these tips in mind, you will be on your way from a mediocre customer service team to one that manages to surprise and delight your customers every single day.
- Meredith Estep