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Bringing the voice of your customers into your boardroom and working practices
Bringing the voice of your customers into your boardroom and working practices
WOW! This week’s National Customer Service Week (NCSW) celebrations are coming to a close today and it’s time to recognise the individuals and teams who have gone above and beyond, those people who have had a significant impact on your customers.
Today’s celebration of National Customer Service Week (NCSW) is focussed on effective strategy and leadership skills. Great customer services starts at the top and to be genuinely successful should be part of an organisation’s culture. When asked who is responsible for customer services within an organisation, the answer should be a resounding “everyone” and not the typical answer of “the customer service team”. That said, there should also be a customer services team.
I have been working in and around contact centres for almost 30 years and in that time the landscape has changed enormously! In my early days we had just brought in computers, but it was all “black and green screen technology” effectively filling in a database as we went. Each advisor completed the screen in their own way and there was no real consistency of conversation, but each conversation was very personalised. By the late ‘90’s I was working on a new sales order entry system to make the conversations and transactions flow better. It was in this role that my passion for customer experience was ignited.
The Institute of Customer Service is today celebrating Service with Respect Day in response to a change in legislation that protects all customer-facing workers from hostility and abuse. How sad that we needed a change in legislation to provide protection for customer-facing staff from angry and dissatisfied customers. It feels as though we have fixed a by-product not the problem itself.
Our work at RBL always starts with understanding the customers – who are they and what do they want from a business or service? If they are getting upset and angry, we need to understand why and then work to fix the problems to prevent them from happening before we get to the stage of customers becoming hostile and abusive towards staff.
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