Good Customer Service Training
The process of customer service determines the results and the achievment or failure to obtain customer loyalty.
Securing an effective process is undoutedly essential, however, how to do so is often ambiguous for many companies that end up falling far short of the mark.
A process is what dictates how policies are run and actions are taken within an organization. Effective processes are ones that have been well thought out, and are pleasant to run through for both he representative and the customer.
So how do you make customers’ experiences with your process as pleasant as possible?
Here is a list of ways developed by John R. Patterson, founder and President of Progressive Insights of how to make the process as ‘happy’ as possible.
1. Processes must be viewed from the customers’ perspective. The customers’ perspective trumps company convenience every time.
2. Processes must be in sync with the organization’s service vision. If the service vision is about ‘customer comfort,’ then every process must be crafted to facilitate “customer comfort.”
3. Processes must always defer to the organization’s core values and service standards. Values and standards take precedence over processes and procedures.
4. Processes must facilitate great internal service, not just external service. Silos and shaky handoffs hurt process morale. In the case of a tie, external service trumps internal service.
5. Process changes driven by “economics” must be scrutinized for their impact on customers before an accurate return on investment can be determined.
6. Processes must be regularly reviewed and updated to insure they work properly, and that they reflect customers’ ever changing expectations for service.
7. The top ten most important processes must be annually singled out for an “alignment check” and “tune up.” The criteria for “top 10’ is that process’ impact on customers.
8. Processes that cease to achieve their purpose must be eliminated before their continued presence fools someone into thinking they are needed and they begin to fall under “special protection” by their custodian.
9. Processes are never completely happy unless they are employee friendly.
10. Leaders are responsible for the morale of processes, not the process’s custodian.
By executing an efficient and enjoyable process, you add value to your customer’s experience that, overtime time, if consistent has a great chance to accumulate into loyalty.
Tags: Good customer service, customer service process, customer loyalty process, good customer loyalty practices, good training for customer service.
Additional Business Training.com Resources
Tags: customer loyalty process, customer service process, good customer loyalty practices, Good customer service, good training for customer service.
