When we get hired as customer service consultants, it’s typically because organizational leaders want to take the experience they provide up to the next great level. We don’t often get hired by people who give bad service, rather it’s people who get the importance of giving red carpet customer service and want to do so more consistently. We’ve heard people say they want to be the Ritz Carlton or Disney of their industry, or they want to give cruise-style service.
From our perspective, here are some of the reasons why your customer service experience isn’t as consistently excellent as you would like it to be.
Your Red Carpet Customer Service Consultants Weigh In on Your Consistency!
Your Vision and Standards aren’t clear. Organizations that are known for their exceptional customer experience have a clear vision and written, actionable service standards. They don’t write customer service off as “common sense.” Instead, they get very clear on what they want their customers to experience, and create tactical standards that leave nothing to chance.
You Hire Warm Bodies. Oh, boy! If we could wave a magic wand and turn your challenging employees into amazing service superstars, we’d be very wealthy customer service consultants indeed! The experience you give your customers always starts with putting the right people in the right roles. There are no shortcuts to this.
You Don’t Provide Practice: Having said that, we’ve seen time and time again that our clients current employees can often rise to the occasion when given direction, encouragement and skills practice. You can’t train compassion, empathy and heart. However, you can show people ways to channel their compassion and give them time to practice with scenarios that are applicable to their job. This is where customer service training comes in handy!
You Aren’t Consistently Reinforcing: Customer Service Training and Skills Practice is only the first step. Remember that vision and those clear standards? They must be talked about, written about, promoted and practiced by leadership every single day. This is the only way to ensure you’re building a customer service culture.
Your Communication Is Stalled: George Bernard Shaw said, “The single biggest problem with communication is the illusion that it has taken place.” Sound familiar? Typical scenarios we see include messages that stop at management without getting to line staff, or people sending a message via one method (email, etc.) and wondering why no one pays attention. Daily shift meetings and communicating in 3 different ways can vastly improve your employee and customer experience, as well as help prevent silo syndrome.
These are just a few of the reasons why the experience you provide your customers may not be exactly where you’d like it to be. At least, this is what we’ve experienced as customer service consultants. What about you? What do you think organizational leaders must do differently in order to build a culture of customer service excellence?
Comment below and let us know what works for you!
Donna Cutting is the Founder & CEO of www.RedCarpetLearning.com, where she leads a team of customer service consultants who help organizational leaders engage their teams to roll out the red carpet for their customers! She’s the author of 2 books on red carpet customer service, including the Amazon bestseller 501 Ways to Roll Out the Red Carpet for Your Customers. For your copy of our FREE Report, 5 Steps to Building a Service Culture, click here.