For National Customer Service Week 2018: The Essentials Of Customer Service Excellence
September 17, 2018
Today I’m sharing eleven essentials of customer service in honor of 2018’s National Customer Service Week (NCSW), which is sponsored by the International Customer Service Association (ICSA). These points have proved vital on most every customer service initiative and customer experience consulting assignment I've undertaken.
To help you find more in-depth information, I’ve added links throughout to articles of interest.
1. Make sure that innovative customer service practices spread throughout your company once they’re created or discovered. Learn the system used by the Ritz-Carlton Hotel Company for spreading best practices.
2. Hire (or “select,” which is the word great customer service-focused companies prefer) new employees for customer-friendly traits. (Here's how.)
3. Become a devotee of “ talent management
”: From the moment of recruitment and hiring onward, adopt a mindset that every employee is an asset to be nurtured and put to their best purpose.
4. Onboard for purpose. More about this in my interview with Hyatt CEO Mark Hoplamazian.
5. Devote yourself to “language engineering”: to determining and recommending phrases that set customers at their ease rather than turning them off.
6. Apply my “Jetsons Test” to your thinking about where human employees do, and don’t, fit in the customer service framework demanded by today’s customers.
7. Do customer service training right, and stop doing it wrong.
8. Learn how to create wow moments—moments of emotional connection with customers—and devote yourself as an organization to doing so.
9. Focus on improving the beginnings—“warm welcomes”—and endings—“fond farewells” of every service encounter. These are the moments, all things being equal, that stand out most strongly in the memories of customers.
10. Millennials are very important customers today—and more so every day that passes. Learn what millennial customers want and how to serve them.
11. Employee autonomy and company standards are both required if you want to provide and sustain great customer service. (Learn more here.
By: Micah Solomon
Micah Solomon is an author, consultant, keynote speaker, influencer and trainer. Customer service, customer experience, company culture, hospitality. (email, chat, web).
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