The Brand Builder Blog has a great post called "Customer Love: 10 Steps to building a kickass Customer Service Department". A highly recommended read... Here's a condensed version of the ten steps:
Step 1: Make the decision to make Customer Service a priority.
Step 2: Make your Customer Service department an independent body within your company.
Step 3: Put someone fresh in charge of Customer Service, and empower him/her to run that department independently from other elements of the company.
Step 4: Allow that someone to hire only positive, friendly, energetic people.
Step 5: Focus on making the Customer Service department a happy place.
Step 6: Train your people well.
Step 7: Allow them to decompress anytime they need to. Give them the space they need to cry it out, punch a bag, shoot some hoops for ten minutes, or just let it out by talking about it.
Step 8: Schedule regular fieldtrips to retail outlets.
Step 9: Provide training. Lots of training.
Step 10: Take good care of your people. Pay them well.
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