One of the most important things we can do to ensure good customer service is to watch it. Literally, to observe the transactions our folks have with our customers. Leaders send memos, make rules, start programs, and then after watching for a bit, let those initiatives be and assume their team is adhering to those decisions. But our teams probably need continual guidance and education to ensure that they fully understand not only the letter of the policies we have, but also the spirit.
Our teams need to be initially inspired with the right guidance on how we want our customers to be treated. We should demonstrate and educate on not only the processes we need to adhere to but also the feeling we want our customers to have as they interact with our brands. But after that first exposure to the concepts, we should continue to check in on a regular basis to help keep our teams on track.
Paying attention to your customer service interactions on a regular basis not only ensures your team has the right level of support and guidance, but also helps limit the number of surprises you may find after weeks or months of being disconnected.
So, have a look at that Facebook page or that forum. Hey, this one applies to bricks and mortar as well, so if you have retail location or call center, pop on in for a visit.