Customer Service – Empowering your team
Are your teams engaged when it comes to making improvements in your business? Do you engage your customer facing teams in customer service improvement initiatives?
Some of you might remember a television programme in the 70’s, early eighties, ‘Citizen Smith’ a BBC television sitcom, many of you won’t. It starred Robert Lindsay as Wolfie, set in Tooting London. Wolfie went around shouting ‘Power to The People’ I’m sure this had no reference or anything to do with Customer Service, or improving the Customers Experience but it was funny, well it was at the time.
But ‘Power to The People’ when it comes to customer service and improving customer experience, wouldn’t be a bad idea. What people? Well, your customers, your team, and your suppliers.
If you were to focus on your team, what could they bring to the table concerning improvements in customer service? It might be best for them to tell you what areas could be improved, or should they keep it amongst themselves, talk about it outside work, or, and this would be damaging, share the failings of the company’s customer service with your customers. Has that ever happened to you? I think at some point this has happened at least once to everybody.
Well it has to me. I travel a lot on business, and I use a certain type of public transport on a regular basis. I got to know the team, they got to know me, and what do you think they used to share with me, yep, the issues regarding the company they worked for. This wasn’t just a one-off, it was on a regular basis.
How would you feel if that happened in your business? If your team complained to the customers about the business and how it operates? As a customer experience improvement consultant, I was horrified.