The Change Dude’s Blog

Customer service comes to the fore

In the midst of a global economic recession the likes of which we haven’t seen since the Great Depression of the ‘30s customer service organizations  have become the front line.  While sales and marketing organizations are stymied by tight fisted customers despite their best efforts customer care is being put into a key position for many businesses.

Acquiring new customers is always and expensive and difficult task, in today’s world it’s damn near impossible.  Holding the line by ensuring existing customers don’t defect or reject falls squarely on customer service professionals.

Just how well these stalwarts of the phone, truck rolls and keyboards perform is the difference between losing a customer or building advocacy to grow on once the economic funk lifts.  Throughout the summer I’ve been living side-by-side with these champions advising clients on lifting the care experience from great to awesome.  Spending time in over a dozen unique organizations that span the globe I am consistently humbled by the efforts of these professionals. 

In the big scheme of delivering products and services to customers most care organizations have been relegated to necessary functions, not today.  Customer care is where it’s at!  Failure of a business to provide an outstanding experience on every customer touch can cost and cost dearly.  Each member of the customer service team knows that every interaction is game day.  They stretch their skills to the limit hamstrung by outdated tools, restrictive policies and increasingly stressful production goals.  But in every case they care and care deeply. 

Having consulted to customer care organizations for nearly 20 years I’ve seen the growing dependence on technology and the continuous evolution of customer service organizations.  Now is the time to make the investment for the future.  It’s time to give customer care professionals the respect they deserve for keeping their fingers firmly implanted in the dike despite rising waters.

Invest today in 3 key areas to keep customer care professionals fresh:

1. Personal Development – offer the training and tools that will build skills
2. Leadership Development – most customer service organizations are net exporters of talent to other parts of the organization.  Build strong leaders that can keep customer care vibrant.
3. Policy Review – Constantly review and renew customer service policies to ensure that each professional has the highest opportunity to WOW and delight at every opportunity.

Renew and refresh customer care, this investment will have extraordinary returns.

September 13, 2009 - Posted by thechangedude | Thinking About Customers