Author: C-Suite Network

If you had to describe effective customer service in a single phrase, what would it be? I would define it as the ability and authority to take whatever action is necessary to make a customer happy. I believe mine is a reasonable definition given the nature of customer service itself.

With that said, effective customer service requires that staff members be empowered by their employers to both make decisions and take action. This leads to a question: does each and every employee in your organization, with jobs that involve customer contact, have the ability and authority to make decisions that are in the best interests of customers? If not, they are not empowered to keep customers happy.

You must understand that customers looking for help from your customer service team want immediate answers. They want solutions to their problems, not customer service reps transferring them from one department to the next. They certainly don’t want to be dismissed with a promise that a manager will call back later.

What Does Your Customer Service Department Do?

Modern business has unfortunately evolved into a rigid, top-down organization that is reluctant to give people at the bottom of the organizational chart the freedom and authority to do what they need to do. Modern business is more about micromanagement than actual problem-solving.

To that end, one of the first questions I ask clients in this regard is this: what does your customer service department do? I’m hoping to hear an explanation of customer service reps empowered to do their jobs. That is not always the case. More often than not, customer service reps are merely phone-answering personnel who defer all decisions to supervisors or middle managers.

Maintaining this kind of top-down customer service department leads to unhappy customers. Why? Because customer service reps not empowered to make decisions:

• Do not present an air of confidence when dealing with customers;
• Frequently have to put customers on hold in order to talk to supervisors;
• Don’t tend to make an effort to understand answers and solutions;
• Often do not have any real answers to give customers; and
• May not really care about the end result once the customer interaction is complete.

Are You Willing to Empower Your Staff?

I hate to paint such a negative picture of customer service, but that is what customers often encounter. The question for you is whether you are willing to empower your staff to take care of customers. If you are, you will reap the benefits that come with an empowered customer service team. If not, your current level of customer service may never improve.

There are three things you need to do to empower your staff. First is to give them the authority to make decisions without necessarily consulting a supervisor or mid-level manager. It’s true that decision-making authority comes with a certain level of responsibility, but almost every employee will rise to the occasion if given the opportunity.

Second, customer service staff need to be trained to keep up with company standards and solutions. It’s not reasonable for employers to expect staff members to make wise decisions if those staff members are not kept up-to-speed at all times.

Finally, those customer service representatives who take good care of customers should be rewarded for their efforts. Rewards are an excellent incentive for taking ownership of one’s work. And it’s not necessarily money that your employees want. It’s often acknowledgement and validation that motivates them.

So, are you ready to power up your team?

 

Randi Busse, President, Workforce Development Group

www.workdevgroup.com

 

Take a look at your business. Do you suspect your customer service needs improvement? If so, there’s no need to panic. If you can recognize where your organization is falling down, you can implement the necessary changes to fix things. To get you started, here are five signs that suggest your customer service might be lacking:

1. Consistent Customer Complaints (even if there are just a few)

Statistics indicate that just 4% of dissatisfied customers actually complain about a poor customer service experience.  Just because you’re not receiving many complaints doesn’t necessarily mean you are providing good service. The question is one of consistency. If you receive a consistent stream of complaints, even if the volume is relatively small, take it as a warning sign.

Also consider that complaints presented to the front-line staff may never make it to you or your management team! A complaint is a gift from a customer who doesn’t want to just leave and never come back. Treat it as such by establishing guidelines that guarantee all complaints make it to the top.  Be open to complaints and then learn from them.

2. Loss of Long-Term Customers

Long-term customers leaving on a regular basis could be an indication that you have a real problem.  Once a relationship has been developed between a company and a customer, the likelihood of retaining that customer increases. Yet when customers who would normally give you the benefit of the doubt take their business elsewhere, it’s probably due to your service or the lack thereof. Statistics show that 68% of customers stop doing business with a company because of the attitude of an employee. What kind of attitude do your employees have?

3. Few Repeat Customers

One and out is not a good business strategy.  Loyal customers do your advertising for you; they represent your largest profit potential. When customers routinely go elsewhere after their first experience with your company, you have to look for the reasons. What are they experiencing with your company? How are they being treated?  Make them feel like they are your only customer. They will come back – and tell others about you too.

4. Poor Employee Morale

If your employees are dissatisfied, your customers will be too. Unhappy employees make no effort to make customers happy. That’s just the way it is. For the record, poor employee morale is not a result of poor customer service. It is the other way around. The solution is to model the behavior you want your employees to demonstrate. Treat your employees well and you will be teaching them how to treat your customers well.

5. Employees Not Empowered to Handle Problems

Everyday customer concerns should be handled by the person serving the customer. The customer doesn’t want to wait to get issues resolved. If your employee is not empowered to make a $5.00 decision without consulting with a manager, you have a problem. Do you want to save $5.00 or save a customer? Hire employees with the right attitude who have confidence in the decisions they make. When they keep the customer in mind, they will make the right decision.

If your customer service is lacking due to any of these five issues, what are you doing about it? Ignoring the symptoms and pretending nothing is wrong isn’t going to make the problems disappear. Remember this: if you suspect your customer service is lacking, you can almost guarantee that your FORMER customers agree!

Do you thank your customers for doing business with you? If not, you’re in good company. Most businesses don’t make an effort to thank the people who keep them in business. Yours doesn’t have to be one of them.

Don’t you want to stand out from the rest?  Of course you do!  I’m here to tell you how to do it for the ridiculously low price of just forty-nine cents!

Step back and think about the last time you received a hand-written card from someone you did business with.  Can’t remember?  It’s probably because you never received such a note. Still, think how good you would feel if you did. Your customers would feel just as good to receive a note of thanks from you. Making customers feel good equals stronger relationships with them, which translates into more referrals.  More referrals mean more business.  Get it?

How to Do It

The most effective way to thank your customers is to handwrite notes. So invest in a package of cards. Not standard ‘thank you’ cards, but a box of cards that resonate with you. I personally have several boxes. One has flowers while the other has beautiful landscapes.

With cards in hand, start sending them ASAP.  Every time you get a new customer, send a card thanking them for choosing to do business with your company. They could have gotten the product or service you provided from another company, but they chose to get it from you. You are obviously pleased by that decision – let the customer know.

I don’t know about you, but when I see a personal, handwritten card in my mail, I make sure to open it first. Handwritten cards sure beat bills any day of the week. They make me feel valued and special. Isn’t that a feeling you want your customers to experience after doing business with you? I think so.

Follow these quick tips to show some love to your customers or clients.  I promise they’ll love you back.

1. Be timely. Send a personal thank you note in the mail within a few days of receiving business from a customer or client.
2. Don’t send a cheesy corporate card. Instead, find something that represents you or your customer.
3. If all you’re going to write is “thanks for your business” and sign the card, don’t bother. You will be wasting a stamp. Instead, write a short note thanking them specifically for the product or service they bought or the referral they made.
4. Don’t skimp and send an e-mail. While it’s free and easy to do, it won’t stand out like a handwritten card Remember, the point is to stand out from the competition.

Notes for Potential Customers

Let’s close by going one step further to thank potential customers. It can be very productive to thank someone for contacting you about your products or services, even if it doesn’t result in an immediate sale. In some cases, the process of making a sale is a long one.  Let’s say a potential customer is thinking about making a purchase. How do you suppose he or she will respond to a personal note card from you? I’m willing to bet that your note could tip the scale in your favor.