Chart the course. It’s easier to get to where you need to go if you have a path, a map, direction, a guide.
But when starting in the muck, achieving the vision is that much more difficult.
That’s where Charter Communications is/was according to a recent CED article. They hired an individual with success at a telecommunications company to come in and revamp their customer service. Here’s some of what John Birrer did and is doing for them:
· Helped them create/refine their metrics that measure customer satisfaction and retention.
· Emphasized the importance of teaching “soft skills” to front-line staff since they’re the ones engaging the customers.
· Has supervisors role play customer service situations with staff.
· Created ongoing employee and customer feedback systems focused on continually improving customer service.
· Training staff to build their product/process knowledge as well as those customer service skills.
· Involving partner companies in the customer service initiatives.
· Instituted follow-up calls with customers served in the past 48 hours.
And what have they found from these efforts? Improved customer satisfaction and reduced operating costs.
If you want to improve customer service, satisfaction, and loyalty, find an expert, address metrics/processes/people, and make sure your staff are empowered and enabled (through training and technology) to succeed.
Need an expert (FYI – you can e-mail me at edward.gagnon@cssamerica.com !)
Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/
Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/
