Creating “WOW” Customer Service: Part One
- They train employees to ask, “is there anything we can do?”
The problem is that there is likely something that can actually be done. The client is telling you what they want. Most of the time the issues which drive customers away are inconsistencies in policy that are now being enforced or that the client was not informed about. These issues can be resolved easily by listening to the client and quickly putting them in contact with a manager.
- When managers express 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 can fix.
Managers can get together weekly to identify and resolve inconsistencies across departments— the most common source of customer complaints. Publish the updated processes, the decisions, when training will take place, and the problems you will be addressing. Once the processes are updated they unite teams and empower the staff to resolve problems. Then, responses change.
- Train employees to say, “here’s what I can do to help you.”
Now staff members don’t have to ask “is there’s something I can do?” They know what to do: apply the new process, attempt a new solution, or escalate it to the manager and get back to the customer. One of the most helpful things you can do is have a “manager on deck”.
- Train managers to prevent frustrations, rather than de-escalate them.
Managers shouldn’t ever say there’s nothing they can do, because they can identify inconsistencies, empower employees to attempt solutions, and regularly take steps to improve the customer service experience.
By addressing these ways that companies push customers away and applying these preventative and reactive processes, both managers, employees and customers will benefit. Clients will be wowed that their issues are actually heard, and they’ll be thankful to the employees and managers for fast action.