Customer Service Done Right In 10 Easy Steps: Step 10

We live in a world of increasing complexity: an increasing number of communication channels, an explosion of social data, the intertwining of sales, marketing, and customer service activities, and a growing amount of information and data that customer service agents need to answer customer questions. These issues complicate the challenge of being able to provide customers the service that is in line with their expectations — service that keeps customers loyal to your brand yet that can be delivered at a cost that makes sense for your business.

Being able to deliver the right customer service  involves:

No single person is responsible for a customer’s experience; it’s a complex set of relationships among employees, partners, and customers that determines the quality of all interactions. A customer-centric culture needs to be set from the top of the organization; customer-centric actions need to be pervasive in your company and infuse every customer contact and every decision. You need to communicate these values to your agents, reinforce them with the right management actions — for example, choosing the right metrics to measure your agents’ performance — and reward the agents that embody these principles.

It’s this convergence of strategy, technology, process, and people that will allow you to evolve your customer service to the next level.

Comments

Building a company from the

Building a company from the ground up with a customer-first mentality is a must. I'm in the process of doing just that right now. I'm glad to have learned this valuable lesson early. Learn to love your customers! :-)

costumer service must be done

costumer service must be done smartly. and above mentioned simple steps can help people learn more and more about the costumer service.

Walkthrough a recent example

Great timing for my own professional critical reflection, thanks Kate. Working with a new app client, it was a bit difficult to know exactly how their customers/app users like to communicate around service issues, but i was happy with the response to how we handled a customer service need - if you have any suggested improvements, i'd love your assessment. See the customer service case study writeup at blog.popplet.com from the day after you were offering this advice.

The next thing for me will be embedding some of those feedback loop analytics and building up a better understanding of customer's engagement preferences.

Role based insight - key to turning information into Knowledge

Kate, I agree 100% with your 10th set for great customer service. If you correlate the information that a user in a particular role requires to understand or answer a customers question, then your customers will be impressed that you know who they are an that you can quickly access relative information for them. Too often systems today are being implemented based on the single channel of knowledge that they contain so the role based user has to look all over the place to find the information. Savvy customers today see this very quickly and equate it to not knowing, not good when you are trying to build and retain your brand.

Applying this to the self-service model is also extremely valuable let's the customer drive the interaction.

As you mentioned this same methodology can be used for Sales, Marketing, R&D - give each role the information they need to do their job regardless of the where the source of information comes from.

I have seen this with some of our customers and the impact is immediate.

Step 10 is a nice overview developing customer insight.