3 Ways to Innovate Customer Service Despite Management

leadership

Peter Drucker said, “You have to manage for results, do the right thing right and make serving the customer the center of everything.” He was absolutely correct. If I may add one more. First and always pay the same homage to your employees. Particularly the front line warriors whose task it usually is to exceed the cursory mantras of management. Read More

Give customer service power.

Customer service needs to be more than just a garbage can for customer complaints and queries. Customer service department at many companies is underutilized because it’s designed to be a “reactive” department. Give customer service the ability to remove a product from the site if it’s defective or doesn’t meet consumer expectations. Only when the product is fixed can it be returned to the site, she says. Customer service reps should be empowered as a liaison between the consumer and the brand.

Gather feedback.

In order to improve your customer service department, you need to know how well it’s performing and honest feedback is key. But, customers do not answer long-worded surveys. Focus on one metric: quality. Amazon measures quality by posing a single question in every email: “Was this answer helpful?” By posing one simple question, more customers will give feedback and then you’ll have data to use to make decisions and improve the department.

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Build the company around customer service.

At Amazon, every manager is required to work in customer service for a period of time. This mandatory practice reconnects management with customers and their needs. When the managers return to their posts, they have a customer-centric perspective that positively shapes their decisions. The practice also helps management become privy to the wealth of knowledge and information customer service has on consumer.

Adapted from Inc.com.

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About

Jim Woods is president of The Jim Woods Group. A management consulting firm. Go here to see his work www.jimwoodsgroup.com. He advises and speaks to organizations large and small on how to increase top line growth in times of uncertainty and complexity. Some of his speaking and consulting clients include: U.S. Army, MITRE Corporation, Pitney Bowes, Whirlpool, and 3M. See more at his website www.jimwoodsgroup.com.

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