Steps,Improve,Your,Customer,Ex business, insurance 12 Steps to Improve Your Customer Experience
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Employee engagement and exceptional customer service play a criticalrole as a competitive advantage in the business landscape. Great customerservice built on a foundation of high employee engagement isn't a revolutionaryconcept. More companies are recognizing just how important a deliberate andintentional customer-focused culture is, but few companies do it well. Here are12 simple steps to ensure your organization is maximizing this importantcompetitive advantage.1. Lead By Example: Leaders set the tone and direction. Makecustomer service a key priority. Make sure your own behaviours are ones youwant modeled by your team.2. Involve Your Customers: No one knows what your customers want betterthan your customers. If you ask them with genuine interest, they will tell you.3. Engage Your Team: Your team understands your customers and howto deliver the service they want. Include them in gathering customerinformation, setting standards and designing processes.4. Set Expectations: Publish your service standards so your teamand customers are clear on expectations. You can never exceed expectations ifyou dont set them.5. Solicit Feedback: Be a good listener. Make it easy forcustomers and your team to provide ongoing feedback about how to improve theservice experience -- both good and bad. Follow up and ask open-endedquestions.6. Be Customer-Focused: Put your customer needs ahead of your own.Design your processes and policies with your customer in mind.7. Provide Tools: Develop tools and processes that help yourteam understand the customer and equip them to deliver a consistent customerexperience.8. Empower Your Team: No one turns an unhappy customer into a fanfaster or better than a team member empowered to instantly fix the situation.Provide training and guidelines -- then trust them to make the right decision.9. Measure What You Want Done: Create a balanced performance scorecard thatmeasures financial, productivity and customer experience. What gets measuredgets done.10. Recognize Performance: Establish a program tonurture and recognize outstanding performance. Make sure both customers and teammembers are encouraged to participate. Continuous improvement needsreinforcement. An ongoing recognition program keeps customer service in focus.11. Say Thank You: Thank your team for their hard work. Thankyour customers for their business, their feedback and their complaints.Remember, without them you have no business.12. Have Fun: Remember -- you chose to be in a customer service business. Chooseyour attitude and enjoy the opportunity to make a positive impact on someonesday. Your attitude will rub off on your team and your customers.
Steps,Improve,Your,Customer,Ex