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Quality customer service requires a strong plan and a system built to resolve issues efficiently. It’s about looking at challenges constructively and teaching customer service reps (as well as other customer-facing persons in the organization) to do the same, creating a true customer service mindset across the organization. Success requires empowering employees to use all the tools available to them and to be able to Look Customers in the Eye Digitally… to “know” them via the data within the organization and all available via search and social, to make correct decisions and cut out the red tape that leads to damaged relationships.
Customers want to be treated with respect, know that their issues are being taken seriously, and see results within a reasonable time frame. Most importantly, they want you to know who they are and to feel that you are listening to them. Being nice is a great first step, but it doesn’t cover up for the lack of information, empowerment, and results. In customer service, combining efficient results with common courtesy is essential for developing good relationships, but the real magic comes when you can find ways to consistently deliver value at every step along the customer’s journey—not just customer service.
Empower your Employees… and they will Power your Brand! ROE, Return on Employees… an incredibly important subset of Return on Relationship.
Related: A Brand Is What a Business Does ... a Reputation Is What People Remember and Share