Hiring a customer-service manager is the first step in bringing customer-service practices in your organization up to snuff.
But you don’t have to go through the trouble of hiring a consultant to make it happen; you can institute successful customer-service practices in your company by investing in everything from cultural training to customer service development. And to make sure you’re focused on developing the team, take the following steps to ensure you have a strong customer-service culture in your organization:
1. Work with an Experienced Customer-Service Trainer
Having an internal member of your team sit down and teach people at their pace is like watching paint dry: it takes time to get everyone on the same page. That’s why it makes sense to find a customer-service expert who can help companies across the country teach and train employees.
If your company doesn’t have one available, go to the experts at Glassdoor Workforce Solutions for the full list of best customer-service consultants.
2. Audit The Employees
If you want to build a winning customer-service culture in your company, you need to uncover where they’re finding themselves stumbling down the road and how can you help them realize success.
If you can’t find a way to upgrade their learning, look into how you can improve their job role or employee compensation package. This will give you a better idea of how to get them where they want to go.
If you have a company that’s growing and needs more new hires, find a way to attract and engage this new talent to your company. This can either mean investing more in their package or investing in training them on their chosen paths so that they can succeed.
3. Deliver on your Company Values
While it’s encouraging to see a company working on the right values, it’s even more important that a company follow through on them. This means having policies in place that ensure that the team understands and upholds the company’s values.
At the end of the day, your employees aren’t interested in joining your company just because you have policies that say so. They’re looking for a company that believes in them. For example, a company that won’t charge its employees fees for programs and training that would make the employee more productive and the company more money is more than likely going to keep them happy.
4. Stay Alert And Proactive
Regardless of what you’re doing, or how you’re doing it, if you’re not doing what you need to do, you can’t expect your team to fall in line. Instead, you’re going to need to be constantly active in your company.
For example, look into how you can train your employees and how your company can attract new talent to get better at what it does. Then, stay on top of it, stay aware, and always be proactive.
If you were able to outline all of the steps mentioned above in this guide, you’ll have a strong foundation in place to meet all of your company’s needs.
4. Delivering On Service To The Benefits Of A Great Brand
Your best customers are a reflection of the brand that you’re representing. If your organization isn’t known for communicating with its customers, and if you’re not known for its exceptional customer service, then your business will die. Because today, quality Customer Service is an expectation, not a nice to have.
Fortunately, there are things you can do to build a great brand. Namely, you can work on building a strong reputation of customer service.
If you’re already known for outstanding customer service, then this will make you a well-respected leader in your field. Then, with a solid reputation, you’ll be able to maintain it. Therefore, as they say, the more customers you have, the more profitable you’ll be.
But that’s not the only thing you can do to build a great brand. In fact, it’s more important than that. If you have a strong brand, you should be able to implement it in every aspect of your business.
5. Expand The Road Map For Your Brand
Another way that you can build a great brand is to look at where your brand is and where it could be going.
For example, a great brand is recognized, people will remember it, and what brand owners want their business to be known for is easily identifiable. However, if you haven’t been the best customer service leader in your organization, your competitors will be—and this will lead to lost business and losses of money.
Therefore, your best bet is to make all of your social media, press, and advertising platforms more visible to everyone. This will expose your brand to the widest audience possible, and when people know about your brand, they’ll be more likely to share it.
This will also allow you to create a strategy that will allow your brand to become a well-known brand: Maybe they’ll want to know the competition is coming after them. Or maybe they’ll notice that you’re a customer centric brand instead of a brand that doesn't care about their customers.
The goal of this exercise is to give you an overview of where your brand is, as well as where it could be going.
No matter how you look at it, people judge companies by how well they treat their customers. If you don’t make an effort to go out of your way to do that, then your business will fail. Everyone will not only know that you don’t care about your customers, but that you consider it beneath you to even exist there.
But it’s not always about treating your customers well. The other key to building a winning customer service culture is a culture of integrity. This kind of attitude will set your brand apart from the rest of the crowd.
But isn’t it also all about keeping the fans happy? Sure, but loyalty doesn’t just happen. You need to keep them happy so that they come back time and time again to do business with you. And this is where an active, competitive customer service culture comes in. If you don’t really care about people, then you’ll lose customers – and you’ll lose money.
If you’re serious about establishing a winning customer service culture, you need to make sure that every department is following that example.
Your HR department will build its employees’ skills and habits and train them on how to handle every issue. It’s up to you to make sure that your customer service is the one under your control, and if that’s not the case, then you need to reinforce it with the people you’re using it for.
Your employees are the future leaders of your company, and since customers will be under their influence, they should set up an environment that makes them feel valued and respected. Just being friendly to your customers will start to rub off on employees, and a good customer service culture will then draw them in further.
There’s one position within your company that should be given maximum priority. This is your customer service director. That’s the person responsible for ensuring that every customer is met with the most positive experience possible. They need to make sure that all the guys behind the scenes have the skills they need to carry out that job effectively. It may sound like an easy task to make sure your employees are well-trained in responding to every customer request, but it’s actually really hard.
Over all, it’s important to make sure that your employees are treated as equals, and that there’s a well-informed and supportive culture. As part of that, the culture of every team must play an important role. Everyone will be expected to come up with solutions, and in doing so, they need to train one another to do the same.
That kind of high-quality culture can attract customers and improve retention, all while ensuring that your employees feel like they’re their partner in success.