With empowerment, a team’s actions can lead to higher customer satisfaction, improved employee morale and decreased time to resolution. We recently discussed the Action phase of customer service, so now we move onto how to Be Ready for what’s to come in order to best support your employees and customers.
As the complexity in communications continued to grow, customer experience/support teams are seeing an increasing variety of customer requests through multiple sources — telephone, internet, text, chat and social media. With all of these choices, a number of decisions begin to bubble up regarding the best channel of response and which one would contribute to the best time to resolution for the team and customer.
Teams can gain ground if they are able to identify gaps and determine what they need to address to drive a shorter time to resolution. First, there has to be an established set of standards for how to operate, and a high sense of awareness within the group of how and why partnering with customers is a best practice. You also need to alert leaders, who also serve as coaches, as to what and how each team member is expected to change less than cooperative behaviors.
How well does your team handle their communications and channel choice with your customers? Consider:
- On a global scale, 60 percent of consumers say they have stopped doing business with a brand due to a poor customer service experience, and this number increases to 68 percent for 18-34 year-olds, according to Microsoft, 2016 State of Global Customer Service Report.
- 93 percent of high retention organizations indicate that their service team consistently provides thoughtful, individualized attention to customers, compared to 73 percent for other organizations, according to CSO Insights, Service Best Practices Study.
- 61 percent of consumers now view customer service as “very important” in their choice of and loyalty to a brand, per Microsoft, 2016 State of Global Customer Service Report.
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