Once defined, dodging these service mistakes probably seems both easy and obvious. With processes and procedures in place, and each executive, manager and CSR (heck ever employee) following, then how can one of these steps be neglected? Well, we all know the best laid plans often come undone. How?
Protocol too strict
Whether the boss is a micro-manager or the team protocol dictates too strict a process, not allowing for every team member to make decisions will hold you back. Instead, building guidelines into the processes of the team will allow for a better customer service experience. The customer just wants their problem solved, if any team member has authority to make decisions and provide the best solution – your consumers will be happier. For example, making allowances for your CSRs to spend up to $300 to solve a problem, or allowing for discount of up to 20% when necessary, become tools that keep processes flowing.
We are focused on our own agenda
It is easy to get caught up in the mission of the company, whether making up-sells, or coaxing referrals, etc. Keeping the wants and needs of the customer should always be priority and held out above meeting our own business requirements. Trying to sell new or assorted products to existing customers? Make sure they need that product or service first.
Too often our priority is to meet an immediate need for ourselves (i.e. reaching a sales goal, closing out a transaction or updating a file) and we neglect to realize that our priority is NOT the priority of our consumer. Trying to push our own agenda to the top of someone else’ “to do” list will ultimately end in a negative experience for both parties.
Bottom line, only introduce your agenda items after you have determined an interest or willingness of the other party.
Creating team environments where you don’t reward expertise
Too often we forget to treat our customers (and our staff too) like real people. Every person is NOT the same. Each requires a personalized experience. Every relationship needs to be built on communication, prioritization and consistent effort. Staff may not have the motivators or reasons to put forth the effort it takes to develop these. This is where team environments can be indispensable.
Not only can efficiently functioning teams keep workflow from stalling, but they can also provide the needed resources each participant needs to be their best and produce to their ability. We all get stale, but regular team meetings with brainstorming sessions or best practices reviews can allow for innovative ideas and solutions to bubble up. Further, it allows an individual the opportunity to shine in their area of expertise. This in-house knowledge is the glue that will bind your team and company together.
Recognizing the expertise of every employee and then rewarding them for it will not only assist in the day-to-day operations of your business, but keep employees happy. Happy employees are engaged employees.