Customer service: people and processes

DK

What can organizations do to continual provide a great customer experience.  One way to begin providing great customer service is to hire people that are willing to provide that great customer experience.  Organizations need to spend time during the hiring process to make sure that the employee will fit the organization.  An equally important aspect that organizations need to focus on is the processes that your employees can use to provide great customer experience.  If your employees are unable to answer customers’ questions because they do not know where the information is, then the customer will have a poor experience.  Professor Levy experienced this trying to book our transportation for the class.  The individual wanted to help him but was unable to because they just didn’t know how to. They did not know the process to solve his issue. Organizations need to spend time looking at how a customer would interact with your organization and anticipate what the needs/questions the customer might be and make sure that your employees have the tools easily available to solve the issue.  You will not be able to anticipate every concern, but giving your employees the training, the tools and the empowerment to use them will begin to see an increase in customer satisfaction.

It is a combination of the two, really great people and really great processes.

The class been going very quickly but, there has been time for some fun…

Managing the Customer Experience class goes to National's Park