Great customer service is delivered from the first touch-point to the last. It starts with your selection of suppliers, and continues through your organization – from the first line of contact when the phone rings, to order entry – and all the way through to the moment your program is delivered to the client and their end-users.Does everyone in your company know that they are personally responsible for creating a “World–Class Customer Experience” that exceeds the customer’s expectations? I especially like those organizations that give the title “Director of First Impressions” to their receptionist, or first person to greet you when you walk in the door. As Dan Schawbel writes, “Since people are the face of the company, there must be an emphasis on each person who represents the corporate brand.”
What are you doing to help encourage and support your internal/external team of players to deliver on this promise and this experience? The following is a list of some questions you should be asking:
- How many times do you ask “What can we do better?”
- How often do you review your processes and systems to save time or money – or simply make life easier for your team members?
- How extensive is your customer service training and how often do you reinforce the world class your employees practice?
- How do you recognize employees for their commitment and success in creating a “World–Class Customer Experience?”
With the appropriate skills, knowledge, attitudes, systems and processes, you can reach and exceed your goals and expectations of creating a world class customer experience.
