Thursday, August 16, 2012
Quality customer service can provide numerous benefits to a company, including increased sales and brand loyalty, but businesses often struggle with building the right culture in which good service is rewarded.
In a column for Business Insider, entrepreneur Peter Shankman notes that good customer service can dramatically increase revenue, creating strong customer loyalty that generates repeat sales. The problem, he points out, is that there is often a disconnect between company policies and what consumers expect in service.
Customer service centers that are properly trained and motivated can be an essential tool in creating quality service. Call Centre Focus reports that empowering employees can help create a culture that encourages better service and is in line with the company's values.
Fostering a sense of pride and ownership within the contact center staff can make them more invested in the brand, the article states. Getting team members involved in the creation of new policies or decision-making processes can raise the enthusiasm employees have for the company's core values.
Achieving a customer-oriented environment involves rewarding success, promoting brand values and setting goals that encourage cooperation. Being open about the goals and core objectives of the company can help employees understand the value of their role and encourage better decision-making when dealing with clients. Treating the contact center as a central part of the company's long-term objectives can build an environment that generates strong customer service, which provides a number of immediate benefits for the organization.