Customer Service Issues? Look to Management First

If you have systemic issues with your customer service organization, it may very well stink from the head (just like a dead fish). You need to assess some of the basics controlled by management.

IS THERE A WELL-DEFINED SERVICE PHILOSOPHY? Management should be able to articulate a mission, and how they intend to go about fulfilling it. Leaders should be passionate about their service philosophy. If they don’t have one, then their team doesn’t have a guiding force.

ARE YOU HIRING THE RIGHT PEOPLE? Check your interviewing and hiring practices. This is particularly important if you are receiving complaints from your customers about “attitude”. Some people may just not be cut out for a customer service role, or they may require more training and coaching.

HAVE PEOPLE BEEN PUT IN THE POSITIONS IN WHICH THEY WILL BE MOST EFFECTIVE? If necessary, adjust your jobs and procedures to make the best use of people’s skills. For example, you could have someone who is technically able, but does not communicate well with customers. You may be able to adjust their role to better take advantage of their abilities.

ARE GOALS AND MEASURES IN PLACE? You must have benchmarks and measures, and know how you want your organization and people to perform. How fast do you answer the phone? Is it fast enough? How many calls/chats/whatever should one rep be able to handle in a shift? How satisfied are your customers? Everyone on the team should be aware of the goals and measures.

DOES MANAGEMENT EMPOWER THEIR TEAM TO DO WHAT’S RIGHT? If people feel like their hands are tied, the customer is probably going to hear about it. When the service team knows what the philosophy is – give them the freedom to take care of the customer within those guidelines.

IS YOUR MANAGEMENT TEAM “HANDS-ON” AND OPEN TO SUGGESTIONS AND CHANGE? Does your manager spend a lot of time in intra-departmental meetings, on conference calls, sending CYA emails, having lunch with vendors…? Be sure they are truly connected with the day-to-day operation and know what’s going on. Who is really running the organization?

DOES THE TEAM HAVE THE TOOLS THEY NEED? Management is responsible for ensuring that their department has the tools they need to do their jobs effectively. This may be technology, communication, information, training and/or education.

DO YOU SEE EVIDENCE OF POSITIVE REINFORCEMENT? The best way to reinforce the service philosophy and make continued progress toward goals is to recognize and reward team members when their performance is “spot on”. Recognition and reward doesn’t have to cost a lot of money. It can be as simple as a note, a thank you, or a mention in a team meeting. Management should be creative about positive reinforcement and change up their techniques, in order to remain effective.

Haropulos Bailey Consulting is experienced in establishing and operating world class Customer Service and Support centers. If you are interested in obtaining consulting services in this discipline, email us at habaconsulting@comcast.net.