Our company is an answering service and provides multi-tiered customer service 24/7/365. Our service is multi-tiered because we provide customer service for our customer by answering their phone and processing their calls according to the protocols they have established. That in turn provides customer service to our customer’s client, thus establishing the multi-tiered customer service template and making us responsible on multiple levels for the services we provide!
Some of the things that create an environment in which customer service thrives are things such as these…and, as you read them, please think about how simple they really are:
Monitor all that your staff does. From the way that a customer is greeted to the close of the conversation, make sure you know what your people are saying. As a matter of fact, think about what YOU are saying because your staff is waiting to copy your example.
Treat every comment, concern or complaint with care. If a client makes a comment that they don’t like a certain process or that they ‘told you that before’, teach your staff to make a note of it. Check into their concern or frustration to see if it is valid. Change it if it makes sense. Whatever happens, always communicate with the client so that they will know they were ‘heard’. Even if nothing has changed, they will be surprised that you cared enough to investigate and communicate. Any time you can be proactive with your customer service, it will surprise your client enough that you will have provided uncommon customer service!
Give your staff the ‘words and action plan’ to enable them to help the customer. Train them by what you say and do. Train them with ‘casual’ conversation. Train them with meetings. Use every opportunity to help your staff create their own toolkit of options they can draw on when confronted with a customer service opportunity.
Express appreciation to your staff for a job well done. It will go a long way to boost their confidence and will show them that you notice what they do and say. It may be something as simple as complimenting them on handling a cranky customer or completing a complex assignment with good humor. They will know you are watching and that you care.
Celebrate customer service successes. Hang up a ‘thank you’ note from a client, treat your staff to lunch after completing a project for a challenging customer or send an email to the entire company when a client compliments one of your staff. Taking these simple actions will energize your company to take their service offerings to the next level.
Creating an environment of caring customer service builds your clients trust and confidence in your ability to handle their business.