No matter how good your product may be, or how competent your customer service team is, the only thing that matters is how your customers feel about your company.
The basic truth is, Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement.
And the key to providing an exceptional customer service lies directly in the ability of your team to deliver a positive experience. If you are a customer service manager, you are probably aware that it’s your team that is the face of your company, and your customers’ experiences will be driven by the skill and quality of the support they receive.
So you begin by asking at least one employee these two questions every day:
What are you hearing? You cannot even begin to satisfy customers until you remove all the potential dissatisfiers within the customer experience.
Then you ask again, What can I do for you? Jan Carlzon, former CEO of SAS Airlines and author of the book, Moments of Truth said, “If you’re not serving the customer, your job is to be serving someone who is.” To serve the customer, your employees need the empowerment, tools and resources to take care of their customers. Without the tools and resources, they will not feel empowered to solve customer complaints or respond to customer questions.
As a customer service manager, it’s your ability to drive both customer satisfaction, and employee engagement, that defines your own success. Happy agents are more likely to go above and beyond while servicing your customers. And customers who feel they are cared for, are the ones that will return.