2 Ways Boost Your Customer Service Focus

Building a customer service focused organization, is an important step in rising above your competitors.  A little extra effort can take your brand and business a long way.  Below are 2 of the 7 basic steps you can use to turn your organization from average to GREAT.

• The average American business loses 15% of its customer base each year.

• 68% of customers who stop buying from one business and go to another will do so due to poor or indifferent service.

• 82 % go somewhere else because of a specific customer service issue

  - US News and World Report

Wowing the customer builds the organization’s reputation and overall brand. Employees will not always understand this; therefore, it is IMPERATIVE that management challenges employees and coaches them to a level beyond what they’re willing to do.

Two ways to create great customer service:

Develop a Customer Service Mission Statement

This mission statement should clearly convey your company’s specific objectives as they relate to customer service. It should be dedicated to building an organizational perspective of what WOWING the customer is truly about. It is imperative to communicate the mission statement with your customers AND your employees. This could include signs throughout the organization, internal employee newsletters, and incentives for good work, all to keep the mission alive as well as communicate its successes.

Coaching

Coaching is imperative to helping employees embrace the techniques taught, and form new positive attitudes about the program. This cannot be a cliché effort, here must be a sincere approach to have managers learn the specific techniques that coaching includes. Managers simply do not know how to coach. Managing is about telling people what to do; coaching is about asking questions and helping employees improve their performance. For example, an employee with a bad attitude will not magically improve if the manager tells them to improve their attitude. An example coaching question could be if someone were viewing how you’re acting right now how do you think they would perceive you? The key difference is when you ask, employees have to come to grips with their own issues as well as subscribe to a level of accountability.

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