Ways to improve customer service management
“If everyone is moving forward together, then the success takes care of itself.”
- Henry Ford
Leadership is the cornerstone of a successful business and sets the tone for the entire organization and the customer experience. Best practices originate from the managerial level and trickle down to the customer-facing roles, which is why great leadership action is essential to delivering outstanding service. And action it is, not policy or rules. Colin Shaw and John Ivens define several leadership key practices to solidify customer loyalty in Building Great Customer Experiences.
- Do as I say, AND as I do- leading is an action, one that involves more than telling people what to do, but teaching by example. Employees will mirror their supervisors, which is why those at the managerial level must ensure they project the accurate image and behavior they want emulated toward the customer. This goes for attitude as well. If executives and management appear happy, that happiness is pervasive and goes down the line right to the customer.
- Cultural alignment- this is a very critical and often overlooked component. Is the company culture being reinforced in the customer experience? are the goals and attitudes that act as the centrical force of the organization embodied in the customer experience? Ensure that at very point of contact these fundamentals are upheld and conveyed.
- Ownership- every employee should be encouraged to take ownership of the customer interaction. Management must outline the direct benefits to each employee of treating the customer well. Customer loyalty= your bonus. This leads them to taking ownership and putting extra, more personal effort into ensuring the customer is tremendously satisfied.
Bottom line- leadership is at the core of a successful customer experience, and unless employees are shown exactly how to handle customer interactions and the subsequent personal incentive to do so successfully, customer loyalty will remain nothing but wishful thinking.
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