Build the right skills, knowledge, and leaders

- The first two steps in developing…an effective customer service strategy…are to establish a shared vision…and shape a supporting customer access strategy.…You can then move into the next steps, which I refer to…as the big three, people, processes, and technology.…I've found in many cases those working on strategy…will either under or overestimate…the level of effort required by the people step.…Some will assume, "Well, we just need to hire…"the right people and the rest will follow."…Others get overwhelmed by the sheer…magnitude of what's required.…

Recruiting, hiring, training, compensation,…and organizational structure, to name just a few.…Find the middle ground here.…Remember that you're developing…a customer service strategy that will move you…in the right direction, not detailed operational plans.…There are five major areas to consider.…One is workforce, hiring and development.…Hiring the right people gives you a huge headstart…in supporting your customer service vision.…For example, if you're an airline or a hotel,…