Customer service costs organizations over $60 billion every year. In this video, learn the reasons why turnover represents a huge chunk of those dollars, and the pitfalls of outsourcing customer service to companies without a direct profit-and-loss responsibility.
- Customer service efforts cost organizations over $60 billion every year. In this day and age, we've heard it all before. Customer service is everything. Providing a great customer experience is the most important factor determining whether a customer decides to do business with you again. It's funny to me that customer service is one of the most important areas of all business growth and yet it's one of the most challenging areas for companies to keep employees motivated and engaged.
Aside from our frontline and customer facing people, nobody has more interactions with our customers than our customer service teams. And it's because of this, it's imperative that we reduce turnover in customer service. Most of the time, companies are trying to reduce costs and hire the cheapest labor possible to handle this important task. We've all called customer service lines and been sent to some desk in a far away land where the people on the other end of the line literally weren't speaking our language and it was very challenging to get effective service.
Other times, companies have hired entry level employees with little to no training. There's burnout from dealing with difficult customers all day long. It's an emotionally stressful job. Let's face it, the people your customers are talking to are your brand ambassadors. These are the people charged with carrying the torch of your brand and yet far too often, we're looking to reduce costs, reduce the ability for our customers to even get in touch with us, and then we're exploring things like how quickly we can get them off the phone.
It's a backwards approach. One of the things I've often told my clients is that you can't outsource customer service efforts to people outside of your company because nobody cares as much as you do. You can improve your customer service turnover. With a few subtle shifts, you can retain your employees longer. You can instill the brand values and embed the feelings that you want them to pass on to your customers. We've seen companies that have done this remarkably well. Amazon and Zappos come to mind. All of these companies that you've probably heard of have found a way to not only keep their customer service employees happy, but deliver a remarkable customer experience at the same time.
It's possible and I'm going to show you how.
- Determining if you have a turnover problem
- Reasons why people quit
- Hiring the right people
- Showing support to service reps
- Helping customer service reps recharge and rejuvenate
- Creating a fun working environment
- Celebrating accomplishments
- Identifying trouble spots early