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Creating “Wow” Customer Service, Part 1

When customers complain to a company about their services (even to say that they have already chosen to buy somewhere else), that company at that moment normally misses a beautiful window of opportunity to restore that person to their loyalty. We will look briefly at the top two ways of how companies push people away.

1. When we only train employees to simply ask “is there anything we can do?”
Yes there’s likely something that can be done. The client is probably telling you what they want you to do. Most of the time it’s about an inconsistency in a policy that is now being enforced on the client or the client was not informed about. Listen to the client and quickly escalate that to a manager.

2. When managers express the feeling that “there’s nothing we can do.”
There is a lot that managers can do. Most of the time customer frustrations are a symptom of inconsistencies that managers could fix. How? Follow these five steps:

  • Managers get together weekly to identify and resolve inconsistencies across departments.
  • In those weekly meetings, update processes so as to bring clarity and unite the teams.
  • In those processes, empower the staff on how to resolve problems and thus “wow” clients with answers and response time. This will make clients thank those employees or the actual managers for how fast they act.
  • Build into the processes a “manager on deck” to help escalate issues to.
  • From those weekly meetings, publish on your Intranet the updated processes, the decisions, when training is going to take place on the new processes, and the pending problems you will be addressing on upcoming meetings.

Application

This should help staff members not have to ask “is there’s something we can do?” The staff member will know what to do: apply the new process, attempt a new solution, or escalate it quickly and get back to the customer.

Now the managers can’t say there’s not much we can do. No, they can identify consistencies, address inconsistencies, empower employees to attempt new solutions, and regularly be looking at this so as to increase your customer service experience.

By by addressing these two ways companies push customers away and applying these preventative and reactive processes, both managers, employees and customers will benefit.

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