How do you really empower customer service staff to take action, make that call, resolve that issue and consistently do the things that lead to good experiences for customers? And to do it genuinely, embracing a human-to-human (H2H) approach.
In terms of creating well-functioning teams that can identify with customers and are seen to actually care, perhaps the question should really be – how do you create super engaged, empowered customer service staff who know what they need to do and have the tools to do it.
We regularly work with organisations that want to improve their customer engagement, and are willing to try new things in the customer service space. What we’ve found is that there’s a direct correlation between engaging with a customer – even if that customer has had a complaint to make – and the customer’s willingness to become an organisational or brand advocate.
What does that mean? It means that you don’t have to get it right every time, but you do need to create that sense of trust, to take action and make the effort to help someone or put something right. It’s the making the effort, that’s the game changer, not necessarily the outcome.
Trouble is, some organisations are designed to disempower customer service folk, so there’s really not much they can do within their existing system to be able to really engage, to fix issues and to follow an issue through to completion– it’s all too hard.
So how do you inspire customer services staff to be as deft and efficient as a Ninja, to make the call, resolve the issue and empathise with customers so that they can build efficient relationships and put things right? A Customer Experience Management (CEM) system that delivers real-time customer feedback to frontline staff on an ongoing basis and gives them tools to empathise with customer needs and resolve issues is vital to keep staff engaged and to create good ongoing relationships with customers.
For real ‘customer happiness improvement’, customer service staff need the right tools so they can respond efficiently and effectively to customer issues. Here’s how to help them do it:
- Sharing customer stories in their own words is key – customer services staff see the pain, they get it, they can empathise and will be inspired to take action
- Customer feedback in real time – catching things early is crucial to good outcomes and protecting your brand
- Prioritise – a system that prioritises what frontline staff should focus on to make the most difference to the customer experience is powerful. Usually it’s the small incremental steps that lead to big gains.
- Alerts – have a clear system for tracking issues, ideas and complaints through to resolution
- Share again – show the impact of your staff’s efforts, the difference they’re making and improvements to customer experience measures. See them going from good to great, and go there as a team.
Talk to us about Customer Experience Management with your team Ph: 09 3798920 E: firstname.lastname@example.org