As the work of a customer service team has become more transparent and visible, the importance of their work has become more obviously valued. Now that the customer service team is so clearly the link between most brand names and their customers, these interactions and relationships are becoming increasingly strategic to executives who want to offer great service and create good relationships.
But often the examples of ‘great service’ cited online are clearly where an individual or team has risen to the occasion. These examples of great service sound fantastic, but they are rarely an example of everyday service performed well. But this is what every company actually needs to achieve – service that works well day after day.
So it was interesting to see that Micah Solomon in Forbes magazine has outlined what senior executives need to understand about the customer service process as it works today.
You can read the full list of Forbes recommendations here, and it comprises some basic tips such as understanding the systems, but I thought it was very good advice to look beyond your own industry. Customers are communicating globally using many different channels and they don’t care if they are contacting the customer service team at a publisher, a retailer, or a telco. So if you are only ever judging your service levels against immediate peers today then you might be letting down your customers – as well as your own team.
What do you think are the most important points that an executive needs to understand about how customer service works today? Leave a comment here or tweet me on @matt_sims1.
Photo by Trey Ratcliff licensed under Creative Commons