How do we improve the quality of customer service?
How do we get better results around customer service? Is this something that is more about the training or about our hiring? Can good customer service be taught or is a certain personality a prerequisite? What do you think?
Customer service is the experience your customers receive from your company...I am always reminded of Bill Marriott saying "the check in desk is where the customer service starts with your Marriott experience. Get that right and everything else will strong a foundation to build upon."
I also think Emotional Intelligence is needed for Customer Service...
A mixture of both. It can be taught and certain personality is required. An effective customer service begins from talking to the customer. Finding out how they could be best served and creating the internal processes to make it happen
Customer Service comes from the top down - if the management has the opinion that the customer is to be treated with respect and candor - and management trains their employees on this concept (and the employees see that management also applies the techniques they are teaching others to themselves) then you will have a very successful customer service team.
Also make sure that you give your customer service team the right to make decisions (within the companies parameters) this speaks volumes to the client - it is very frustrating to be on the end of the customer and hear that they (the customer service reps) can't handle their situation that they will once again be pawned off to someone else.
I don't have a great deal of experience in customer service, but one item I'd add to your list would be that you also need good tracking and monitoring so that you can continuously improve the performance of the customer service team.
If you connect with the brand (products or/& services), then you walk the talk with passion.
If you do the job just for doing it, then it becomes a task oriented one...lacking interest...Habits, routine kills your creativity and motivation
Do you have any existing CRM in place to maintain a Good Relationship with your customers
I have done my Masters in BA and our company is SuiteCRM delivery partner and would love to assist you
Thanks and Regards,
Customer service is the most important ingredient for success for any company. We live in a customer centric society and relationships are what business is really all about. Inculcating a good customer service ethic is a combination of training and hiring. The concept of CRM is a multifaceted strategy that requires a good customer experience at every point of contact with your customers. Amazon is a good model to emulate in that they make it "easy" to get whatever you want that they offer with the "click" of your mouse. The best customer service employees are friendly, outgoing, and proactive. They leave your customers with a good feeling even if they contacted the company with an angry disposition. The goal should be to "delight" customers at every touch point.
Hello Armando! CS is all about 3 things - attitude, knowledge & communication. A helpful attitude and prompt corrective responses/actions always instill faith in the customers about the service. Knowledge about products, processes, services, scope of support etc helps the CS executive address the concerns more effectively. Finally, it all boils down to good communication skills. Polite, firm, crisp, clear and thoughtful communication almost always resolves 50% of the issue. You will very rarely find someone with all these 3 attributes ready-made for you. Hence, ensure that sufficient training is imparted to address each of these. Personality is a direct reflection of one's confidence. Confidence will come when one has knowledge about his/her field and is able to communicate/express effectively. I'll suggest go for focused, CS specific training programs for your existing staff.
Find the one who knows (who performs due to skills and experience) , hire him/ her then, give him the power to convey experience to others.
It's about hiring confident person with charisma and knowledge.
Good customer service can be taught but certain personality is prerequisite as is the certain level of experience;Including problem solving, conflict management and anger management.
Customer Service has the two qualities you list, both proper training and good hiring.
A critical piece is also accountability. Ensuring your employees uphold the high standards which you have for your business is paramount. Identifying exceptional service provided by employees deepens your commitment.
Hi Armando, great question. Better results around customer services starts with passionate and engaged employees. It about training and hiring equally. Good customer service can definitely be taught and has more to do with company culture and leadership. For more follow these links:
Customer Focused Culture - https://drive.google.com/file/d/0BzOUV7-yE_uBUHp2MjRNSXFsdFAtXzFDQm84b3hoa2Q2WnV3/view?usp=sharing
Everything DiSC: https://drive.google.com/file/d/0BzOUV7-yE_uBTWhsMWJBeWNYRWs/view?usp=sharing
The first thing to decide is what "better results" mean in the context of your products and the way customers use them, and what metrics and objective align with that. Once you do that, you can fix anything that needs fixing with your tools, processes and systems. I am happy to help you think it over if you like. Feel free to reach out to me over linkedin.
Excellence service is a key factor of a booming business. But many businesses struggle to improve service and maintain their clients. In fact, there are several methods to improving excellence service at your business, from motivating your employees, to using customer feedback, to updating your service tools to better serve your customers. No matter your approach, improving quality service at your business does not have to be a struggle. Dealing with customer complaints properly allows companies to create a strong bond with their customers by turning depressing brand experiences into positive ones. The customer’s faith and trust in the business is restored and they walk away with a positive experience to share. The company improves its customer retention, becomes more efficient at serving all consumers, and may even see a growth in sales through positive word of mouth. With all of these benefits, there’s no reason not to implement procedures that increase the quality of your customer service.
In my experience, first of all understand what customer service looks like and design a small number of measures that can be tracked. Staff involved in the delivery should have clear role descriptions that align with delivering the defined service. Role KPI's / measures also need to be defined to performance manage the staff involved in delivering the service. Recruitment needs to be against the defined role description with criterion and evidence based interview questions.
It starts at the top. How management treats its employees is how they will treat the customer. Your staff mimics you. So how does management treat staff when they have queries and questions ? Improvement in customer service lies in the answer to that question..
I have worked with several types of people and some people are born to communicate effectively with other people in customer service, on the other hand you have the people that do not have the skill set to do that but can be trained to do so if trained effectively.
When interviewing a potential candidate for customer service look at how they communicate with you via phone or in person i.e contact and how detailed the response is to the question. If you get no eye contact and or the response is short and sweet and they appear unsure its probably best to move on to the next candidate or if you feel they can do it training is key. Best type of training is hands on training not a webinar online or a sheet that they have to go by.
The best customer service reps are both friendly and knowledgeable, but knowledge trumps attitude. If I need support, I care a lot more about whether or not the rep knows how to solve my problem than whether or not he or she is friendly. That may not go for everyone, but I think at the end of the day your customers will remember whether the issue was dealt with properly, more than the attitude of the person dealing with it, (except in extreme cases).
Hiring the right people is important, but there's such a high burnout rate that you can never be confident your candidates will stick around for the long haul so don't invest all your training resources right away. Instead, make sure new hires have a solid base of knowledge and plenty of resources at their disposal when they first start, then offer continual training for the reps that show promise.
The correct way to match personality and job is a short questionnaire:
1. your mother is:
2. your father is:
3. you are:
4. others see you as:
5. therefore you would work as:
A personality work-type is based on these 5 points.
Read Tony Shieh's book from Zappos and study them as best CS in the world
I originally wrote this article in Gifts & Decorative Accessories Magazine in 2001, and, with minor updates, it still applies. "Customer Service: The Real Solution Selling"