Some leaders attempt to force change by simply mandating standards. This is a mistake. By better understanding processes, your team will be equipped to make improvements that are truly effective and sustainable. Understand the customer service process and the many components that are part of it, and hear examples of how to make significant and lasting improvements to performance.
- Customer service is a process operating…within a larger process that's the organization.…Let's take a look at what that means…and what it tells us about where…and how to make improvements.…Customer service involves many variables,…including employees, systems, policies,…customers, and others.…And there's a whole layer of variables within each.…For customers, for example, there's channel preference.…Do they want to call or use self-service?…There's their knowledge and experience…using our services in the past.…
There's communication ability.…Their expectations, even their mood is a factor.…Broadly speaking, customer service is part…of the organization and expansive process.…More specifically, each customer interaction is a process.…In fact, any one part of an interaction,…say something simple like entering data, it's a process.…It involves a data system, a person, and an approach.…Now, consider any aspect of service you want to improve.…Let's say handling service issues correctly the first time,…so there's no unnecessary additional work.…
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- Why leadership is important
- Understanding customer expectations
- Establishing KPIs
- Developing a service strategy
- Improving the service process
- Leveraging technology
- Budgeting secrets
- Traits of effective leaders