One of the main factors contributing to the decline of customer service in the world today is that people are unhappy and bitter about their job or life. It's a very simple explanation and one I've discussed here before. If you want a business that's going to offer exceptional customer service, you cannot settle for less than top talent. I say "talent" because your reps must have exceptional talent, skills, and energy to provide great service.
If you check out The Brand Builder Blog's post called "Customer Love: 10 Steps to building a kickass Customer Service Department", you'll notice a picture with a single word in a spotlight. That four letter word is the key characteristic that each and every one of your customer service reps must possess in order to take your customer service from mediocre to "wow".
So what if your customer service is in shambles but you can't just fire the whole crew? Again, check out the article at The Brand Builder Blog and Olivier Blanchard will give you many tips on how to revamp your customer service program.
Inkspress also made a good point about your customer service reps:
"...your customer service reps are only as good as their supervisor/managers. Make sure that you are surrounding your company with good, solid management. If your managers are able to effectively manage, they will be able to properly direct those reps that have had difficult customers and need follow up guidance to the reps that should not be representing the company any longer."
I was just talking to a CEO yesterday about his successful business. His business is succeeding despite being in a commodity market that is struggling. I asked how he was so successful. He said he hired over qualified people, paid them well and unleashed them to do whatever was necessary to exceed their customers' expectations. Not bad at all.
Posted by: Tom Vander Well | June 30, 2006 7:14 AM | Permalink to Comment