Deep Blue Publications Group LLC: Customer Care Needs To Be Job #1 in the New Year
Salespeople as well as customer service reps and
contact center staffers need to always remember that customer care and
providing a positive customer experience are their top priorities. Aside from
that basic understanding, they need to be given the tools and authority to get
the job done right.
Fail. Fail. Fail.
That's what plenty of customers had to say about their shopping experiences
this past holiday season. And, poor customer Relevant Products/Services service
is just as big a problem in the B2B world of business Relevant
Products/Services-to-business, where even more dollars can be at stake with
each interaction.
How often have you tried to get help and couldn't? How often
have sales and service people been too busy to answer your call or assist you
in person? How often have you been disconnected in the middle of a service
call, leaving you frustrated and needing to call back and start the whole loop
again?
Outstanding customer service doesn't just happen. It
requires firm policy at the top, starting in the C-Suite, followed by clear
procedures for management and staff. And, above all else -- it requires
careful, consistent, and ongoing training and monitoring.
Undercover
Boss
There's a great reality TV series running in the U.S. and
U.K. called Undercover Boss, where CEOs of nation-wide corporations are filmed
going undercover as entry-level employees to see what's working and what's not
in their own companies.
Time and time again, they find front-line staffers quoting
"company
policy" as the reason they can't give better service or accommodate
customer requests. Outstanding customer service and a true dedication to
customer care starts at the top, but can't stop there.
Salespeople as well as customer service reps and contact
center Relevant Products/Services
staffers need to always remember that customer care and providing a positive
customer experience are their top priorities. Aside from that basic
understanding, they need to be given the tools and authority to get the job
done right.
Managing
the Customer Experience
In 2013, we started to see a major shift toward focusing on
"customer experience management" (CEM) along with "customer
relationship management" (CRM
Relevant Products/Services). "Customer engagement" also became a key
focus for marketers
and salespeople alike.
Indeed, social media has opened up a whole new realm of
possibilities for engaging customers, building customer loyalty, and
ultimately, boosting sales through repeat business and referrals.
But even the most sophisticated marketing Relevant
Products/Services and engagement programs can be undermined by one bad
experience with a customer service rep or sales person. And when a disgruntled
customer takes his or her complaints to social
media, it can set off a firestorm of negative consequences and a PR
nightmare.
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