National Customer Service Week (1-5 October) is the perfect opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the economy. ‘Behaviour breeds behaviour’ and happy staff lead to happy customers. Hence paying as much attention to the needs of your staff as you do your customers will help improve your overall customer service. Focus the team on delivering exceptional levels of customer service. Some of their customer practices may be adoptable in your organisation.
Or secondly, an extension to the product or service they have purchased. All businesses experience customer complaints from time to time, it’s how you handle them that separates you from your competitors. Organisations who continually treat their customers poorly face a constant struggle to grow their business. Repeat business can only be achieved if a customer is willing to return to your company and is satisfied with the level of service they experience. Stephens Scown are delighted to sponsor the Service Excellence category for the 2023 Somerset Business Awards. In order to achieve customer-driven service excellence it’s necessary to first map the customer transaction.
This process also ensures that you match resources and processes to support the effective achievement of the standard set. Look at ways to increase the team working and understanding between each of these support functions with the customer facing teams. You may also reduce any internal conflict that has arisen in the past, often due to misunderstanding and lack of awareness of differing priorities. Get your team to help you retrieve and store this valuable information. After that, give some thought to how your product or service could better suit their needs. Further tips are provided in understanding customer needs and expectations.
Setting the right mindset for 2022 with Customer Service Training
It is perhaps no coincidence that the majority of desired outcomes will be achieved through the delivery of better service. This can be said for both those outcomes that relate to customers and also those that are focused on staff moral, performance and retention. CRM, ITSM and CX all play their part in achieving internal and external customer service excellence. The most important thing is to establish what you want to achieve and then to use any technology as a means to an end. Data and analytics from these tools can be interpreted and performance can be measured, before feeding back into the cycle of continuous improvement and adjustment of your outcome goals.
- Pre-empt customer questions by explaining what to expect at every stage of the customer journey.
- These goals can also be labelled “desired outcomes” and are a useful way of helping staff to focus on achieving customer success.
- Along with the provision of training and coaching; reinforced with great performance recognition, you can embed this level of personalised customer service and customer loyalty.
- In conclusion, Managers who really engage with team members will help you succeed in looking after your staff and in turn, your customers.
- Jeffrey K. Liker, Ph.D., author of the bestselling The Toyota Way, is Professor of Industrial and Operations Engineering at the University of Michigan and coowner of lean consulting firm Optiprise, Inc.
We have made them clearer, more relevant to the work we do with our customers and easier to find on our website. Firstly, review how your staff feel about the organisation and their managers. Some of the options include staff surveys, staff representative schemes and internal grandprixproducts.com forums. If team members feel valued by their managers and the organisation as a whole, they are likely to perform better and engage with your customers well. Lastly, to help cement a high performance team culture, see our tips on building high performance teams.
And so delivery of award-winning customer service starts with focusing on their people. A pelican’s journey starts with their award-winning customer services academy. The academy provides all new recruits with a grounding in their approach to customer experience and their key customer facing processes. In a recent industry report, a loyal customer is on average 10 times more valuable than their first ever purchase which is good news for any business. We all understand the benefit of paying for a quality product, certainly when it comes to hazardous environments and having the correct accreditations, it is elementary. However, it seems as though this is a good way forward for a sustainable business of all kinds.
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Our offer is a comprehensive range of services to support your business. Parts and service businesses should already be designed for aftermarket complexity, long-term relationship management and service business models but often aren’t or are out of date. Aftermarket excellence therefore requires an upgrade of your business systems, processes and organisation.
Please do challenge us – you should see these values illustrated at each business centre every minute of every day. Choose a training provider who will really get to know your business and who can support your business strategy and service standards. An experienced and engaging training provider will be able to support you and your team in delivering personalised, tailored customer service, in a sustainable way. First class customer service is key to every successful business, regardless of its size, market, product or services it offers. In our modern digital age customers expect both instant results and quality of customer service.
Service organizations can particularly benefit from the Toyota system and LEAN principles, the authors note, and they help companies identify and implement this process. Make sure you give your customer-facing staff the training they need to do a great job. And, just as importantly, allow them the time to deliver customer excellence rather than encouraging them to rush on to the next call. Get team members from functions such as Finance, HR, Quality, Procurement involved with any initiative that includes your frontline customer teams. These team members impact your customer service but are often overlooked and can therefore feel undervalued by the organisation. Assess team members performance against delivering great customer service on a regular and effective basis.
Observe proficient administration and execution of customer orders from your customer support team members. These normally require slightly different behaviours, such as strong task orientation, meeting deadlines, attention to detail and desire for quality. Measure the consistency of customer orientated behaviours displayed from front-line team members. These behaviours include a warm and engaging communication style, as well as showing interest and listening to others’ views. Then on several occasions observe and work closely with these staff members.