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Sin #1: Customer Service Works Today!
Wrong! Customer Service is Dead... Long Live Customer Serving!
Most companies don't take the time or effort to thoroughly train, teach and "coach" their CSRs on how to serve instead of "service" people. I get my car serviced... sometimes okay... but I prefer to be served by someone. To be served means getting my wants and needs met quickly and elegantly. People want to be served well!
Sin #2: Companies Think Customer Service is Less Important than the Sale! Wrong!
Customer serving is just as important, if not more important, than the actual sale itself. If the sale is made, the customer service department follows up, and the follow through is not elegant, effective and efficient, the client will leave. Not only that, but they will spread the bad word to others. A bad reputation can cost a company ten times more money than brought in by the initial sale.
Sin #3: Companies "Push" Their CSRs to be Warm and Courteous to the Customer... Without Being Very Warm and Courteous to the CSR!
How can any company expect their staff to do what they themselves don't or won't do? Companies today use the excuse that there is "not enough time" or "not enough money" to implement the training, coaching or systems necessary to provide CSR support. But the cost in time, effort and money is dwarfed by the loss of revenue, not to mention the client and CSR turnover, caused when companies don't find the time or money to support their CSRs!
Sin #4: Many Companies Forget to Consistently Recognize and Acknowledge Their CSRs Positively!
Many companies fail to recognize the true value and worth of their customer service staff as people as well as employees. Nurturing and acknowledging their people, acting as mentors and supporters, and encouraging their loyalty are the keys to enhancing job performance.
Sin #5: Too Many Companies Are Autocratic When it Comes to CSR Participation in Decision Making and Influence on the Focus, Direction and Implementation of Department Productivity and Improvement!
Who better than the front line CSR to give input and feedback for enhancement and productivity improvements? Customer service staff want the experience of participation when it comes to making their jobs easier, more efficient... and them better equipped to serve the client!
Sin #6: Many Companies, While Holding CSRs Accountable for Results, Do Not Give Them the Authority to Respond Quickly and Elegantly to Create Those Results!
Given the support and choice, most customer service people know how to get better results, and, with support, proper training and team building, will do a better job. They want to have an ongoing experience of "teamwork" and will thrive off the energy produced.
Sin #7: Most Companies Fail to Build Trust, Rapport or Loyalty with Their Client Base through Their Customer Service Departments!
Too many companies miss the target when it comes to learning about their clients' wants, needs, issues and concerns. By not having their CSRs call, acknowledge and interview the client about the product or service delivered... and what they might help the client with in the future... they lose a tremendous wealth of time, opportunity and money! All by not performing that one simple step!
Sin #8: Most Companies Fail to Understand and Effectively Use Good Communication Skills, Both Internally and Externally!
If they took the time, many companies could easily retain more of their internal staff as well as satisfy and retain more clients if they improved their teaching, training and coaching of interviewing, verbal and nonverbal communication, and listening skills.
Sin #9: Most Companies Use High Technology Telecommunications to Save Money and Avoid, Rather Than Enhance, Good Customer Service!
The general public knows this and has begun to resist or refuse to use such systems. They are leaving and doing business with those companies who will be warm, "fuzzy," and user friendly! Companies who don't address these issues soon will be put on notice by their bottom line results!
Sin #10: Too Many Companies Believe Their Own "Hype" and Advertising, Rather Than Taking the "Walk Your Talk" Approach!
Too many companies give "lip service" to their commercials, advertising, and literature, rather than "living" and practicing their mission statements, mottoes and creeds! Companies like Mercedes-Benz, Ritz Carlton, and American Express practice their talk. With enthusiasm, dedication and commitment to taking personal ownership of clients' requests and concerns, they take action! What a difference that makes!
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