Flawless Customer Service

But when the nature of your business creates hundreds of potential interactions, do the same training and technique stand up? How can you ditch the script and get your employees to be themselves AND ensure flawless customer care?

Here are 4 lessons for delivering flawless customer service when you increase your customer surface area:

Recruit and hire right from the start. Finding candidates who share your values and have a passion for what they do is more likely to occur when you can articulate those requirements in a job announcement.

Encourage creative, independent thinking and problem solving. Giving employees reasonable latitude to expend both time and money enables them to take a great experience "over the top" or to fix a bad one quickly. Interested in more on how to set standards and empower staff? Here's one approach that might work for you.

Even in the happiest workplaces, conflict happens. Every business should provide a simple process to resolve or elevate disputes among employees and their supervisors. It is important to be fast and fair when addressing problems. Upon hearing about an issue, managers need a reliable method for gathering information and quickly (within 24 hours) making a decision on how to address a noted problem.

Make managers visible and accessible. Managers should be actively participating in delivering your product or service alongside employees. This visibility gives customers ample time to speak up and for managers to see operations firsthand.

New thinking on retaining repeat business as your business grows is focused on creating customer/employee connections. Employees--every last one--are intensely aware of the company's principles, values, and core processes. The best, most forward-leaning companies don't just train customer service but seek to inspire employees to think and act independently and personally in the best interest of the customer. Adopters believe employees will do amazing things for customers in the exact right moment when they're empowered to do so. They also believe that what is best for the customer is, in fact, best for the business.

Source: inc

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