Empowering great customer service
The team managers should clearly communicate the organizations and the team’s strategy and priorities. Empower team members to be flexible in helping customers, such as by offering discounts to compensate mistakes or by agreeing unusually quick (but realistic) turnarounds for important customers on a deadline.
The team managers should ensure the lessons from customer complaints are communicated throughout the team so that product, processes and customer service can be improved. Recognize and reward great customer service within the team. Offer feedback and training when customer service levels fall short. The manager should ensure that administrative procedures do not sabotage the team’s efforts to be responsive to customers.
The team managers should ensure the lessons from customer complaints are communicated throughout the team so that product, processes and customer service can be improved. Recognize and reward great customer service within the team. Offer feedback and training when customer service levels fall short. The manager should ensure that administrative procedures do not sabotage the team’s efforts to be responsive to customers.
Posted in: on Tuesday, April 14, 2009 at at 3:11 PM
