Next week is National Customer Service Week and Tuesday, October 6 is CX Day. These “celebrations,” for lack of a better term, are meant to remind us about what is so important to every business; the customer service experience. With that, here are a few of my favorite concepts that we must always consider (and […]
Next week is National Customer Service Week and Tuesday, October 6 is CX Day. These “celebrations,” for lack of a better term, are meant to remind us about what is so important to every business; the customer service experience. With that, here are a few of my favorite concepts that we must always consider (and remember) when we think of customer service and customer experience.
Who is responsible for customer service? Unless you run a one-man operation, you probably have to entrust the job to your employees. How can you ensure that they care enough to deliver a good customer experience in every interaction? That they are in sync with your company’s culture, vision, mission and philosophy as a whole?
You need to have employees who “buy in” to your organization – that is, loyal employees who have internalized the company’s vision and mission. They believe in the company and want it to succeed, and will do their best to promote the business and help it grow.
This organizational buy-in doesn’t happen by accident, but it is worth the effort. Employees who take pride in the company not only deliver good customer service but also benefit from marketing efforts. If you want customer service delivered by employees who care – and the loyal customers who develop as a result – here are some things to remember:
There are also tools available today to test the level of employee engagement in your company. Not long ago I wrote about TINYpulse. I love this company. They offer a simple software program to survey employees and monitor their levels of motivation and morale. Less in-depth but more up-to-date than an annual employee survey, it is a way of “checking the pulse” of your company each week.
Just as important as the employees’ responses to the questions is the fact that the frequent opportunity to share their opinions gives them a sense of feeling more fulfilled, appreciated and understood.
When I talked with the owner of the company, David Niu, he shared some of the simple yet powerful questions he suggests that companies might ask:
Why is this important? As we mentioned earlier, the best way to deliver good customer service is to have employees who believe in the company and what it stands for, who will promote it and do whatever they can to help make it succeed. So, set inspiring customer service goals, communicate them, and show employees how to achieve them. Then use the weekly “pulse check” to make sure everyone is on the same page – that your employees are buying in and not opting out!
Beginning Monday, we will be posting videos daily for National Customer Service Day on my YouTube channel.
This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” It is part of a broader celebration of Customer Experience Day. Check out posts from other bloggers here.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
(Copyright © MMXV, Shep Hyken)
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