TalentCustomer service is a talent that is difficult to develop. Recruiting talented individuals and investing in training is a cornerstone of service improvement.Setting objectives and measuring the customer experience to reward those who make customers happy. Quickly communicate underperformance to give individuals a chance to improve.
Qualitative AssessmentRegularly evaluate customer service interactions using the qualitative judgement of customer service leaders who have proven their ability to consistently impress customers. principles into your culture such as the customer is always right.metrics such as ratings and ways for the customer to reach you with feedback.
EscalationAllow customers to complain to management without obstacles. Regard this as valuable feedback.experiences on behalf of customers. For example, if customers find a software feature annoying customer advocates will go on an internal campaign to have it removed. customer needs and perceptions as customer personas. Part of the complexity of improving customer service is that customers have very different backgrounds, needs, preferences and behaviors. As such, customer personas are an essential element of training and improvement efforts. customer satisfaction isn't to increase pressure on employees. culture of the organization. For example, openly venting about "bad" customers can lead to a culture of disrespect for the customer. Managing customer expectations upfront is a common way to improve customer satisfaction. For example, an ecommerce site that promises 7 day delivery but averages 4 days will typically have higher customer satisfaction than a site that promises 2 day delivery and averages 4 days.
Customer RelationshipsTake every opportunity to treat customer engagements as a relationship as opposed to an interaction. For example, a customer asks for directions to customer service and the employee walks them there and stays with them until their request is handled.Framing of messages communicated to the customer is a common area of improvement. For example, authoritative statements such as "sorry that's our policy" are unlikely to be as well received as explaining the reason behind a policy such as "we can't except this form of payment because they charge us high fees, we're trying to keep our prices as low as possible."
Common CourtesiesCommon courtesies such as apologies and addressing the customer with respectful language. For example, customer service representatives who apologize on behalf of a firm when the customer is inconvenienced, even if it is not the firm's fault such as an airline that apologizes for delays due to bad weather.
DiligenceWorking hard for the customer. For example, an employee who is genuinely interested in solving customer problems as opposed to giving quick, easy or scripted answers.
ProfessionalismProfessionalism such as flight attendants who avoid having personal conversations with each other in front of customers. frontline employees the authority to use their own judgement as opposed to applying rigid policies and procedures. For example, an employee who accepts a late return because it was a gift that wasn't opened until after the return deadline. In an automated world, customers are often impressed by the use of rational thought over inflexible rules.
|Overview: Customer Service Improvement
Change to an organization designed to increase customer satisfaction