Top Ten List to Improve Customer Service and Satisfaction

Dear Customer Service Leader:Staff Wish List

It’s us, your staff.  You’ve been talking to us lately about how we should focus on improving customer service with our company.  So, in order to do that, we’ve compiled a list of things that we need from you to help us deliver excellent customer service.

OUR TOP 10 WISH LIST TO IMPROVE CUSTOMER SATISFACTION

Tell us what is expected of us. We have no way of knowing what it is you want us to do or how to act if you don’t tell us what you expect.

Communicate with us. By opening the lines of communication as to how we are doing, what you like or what you don’t, we can tailor what we do to the expectations.

Empower us. The more power you relinquish to us, the better able we are to serve our customers needs.

Recognize and reward me. We don’t need a party thrown for us every time we do something well, but it is certainly nice to know that you notice when we do things right.“I noticed how you took the extra time to really help that customer.  I like the way you handled that.”  Those words will carry me for a long time.


Treat us the way you want us to treat the customer.
When you give us the service you’d like us to deliver to our customers, we’ll know exactly what to do.

Hold me accountable. When I know that my compensation will reflect my efforts to develop positive customer relationships, I’ll do everything I can to deliver quality customer service.

Help me manage customer expectations. Please work with us to let customers know when they can reasonably expect products to be delivered, to see results, or know what to expect.  When we say, “You should receive this soon.” Soon can mean tomorrow or next week, depending upon the customer’s perception.

Support my decisions that we make using good judgment.
Know that we make the best decisions we can at the time with the information available to us.  It increases our confidence when you support us.  Yes, we will make mistakes sometimes. We promise we will learn from those and not repeat them if at all possible.

Walk a Day In Our Shoes. Could you take an hour a week and do our jobs?  If you answered the phones once in a while, made  the deliveries, scheduled shipments, prepped the procedure, you would know the challenges and needs that we have.  We would also know that you truly appreciate the work that we are doing.

Set Customer Service Minimums. Help us set some Customer Service Minimum standards that we all know are the very least  we will do for our customers. This will encourage us to revisit our service and continually increase the level of service that we provide.

These requests are really customer retention strategies that will help us to develop profitable customer relationships.  We know that without our customers, there is no business.  Without the business, we don’t have jobs.  In today’s economy, good jobs are hard to come by and we sincerely appreciate having our jobs.  We would love to work with you to build customer loyalty and improve the customer’s experience when they do business with us.

Sincerely,

Your Staff

6 Replies to “Top Ten List to Improve Customer Service and Satisfaction”

  1. Wow.

    This is something that our management can do.
    I work in a BPO company here in Manila. I think what thing that they can do is to listen and empower and drives there associate for good performance.

    Associates are expected to deliver to at at least meet customer’s expectations, but how can they do that if the management is otherhands is not listening to them.

    1. I’m sorry to hear of your frustrations with your management team in getting help to clearly define and exceed service expectations. When I encounter this similar situation with my clients and their staff, I ask the staff to be honest with themselves as to how much effort they themselves have put forth in the service model. By this I mean, how much ownership do they take themselves in the responsibility of service? This being said, management is always responsible to lead. But, I find that when they see staff stepping up and taking the initiative, they then will step up themselves. For some reason, many managers and leaders feel that staff won’t do anything but the bare minimum. I know it doesn’t seem right to you, but I would encourage you to take the initiative in hopes that it may trigger a positive response in your leadership team. If not, then I would suggest looking to find a more suitable position with a company that does encourage the staff through empowerment, positive reinforcement, leadership by example, and the other items listed.

      Best of luck to you in this and keep me posted. I’d like to hear what you have tried and what you have had success with. Also, if you have any specific questions for me, I’d love to hear them. Just email me.

      Kindest regards,

      Kristina

  2. Kristina,
    Excellent post. I will RT on Twitter. It offers valuable info to customer service leaders who read it and to every CSR and tech. support analyst who will be validated by the universality of their needs.

    Here’s the other persistent request from every front liner — teamwork between all the groups involved in resolving a customers issues. Organizational structure has different leaders over these groups and often the team members not on the front line do not step up to the plate.

    Here’s a post on teamwork that expands the discussion — checkout “sapphire”:
    ————————
    http://katenasser.com/teamwork-gems-create-startling-results/
    ————————

    Yours in service,
    Kate Nasser, The People-Skills Coach

    1. I like that post! Excellent way of categorizing the different styles. The distance, either geographical or strategically, is almost certain to serve as an undermine. To work effectively, the teams MUST have collaboration at all levels on the process in order to make it seamless to the customer. While all may not be directly involved at all levels, they must all know the process in order to effectively manage the issue and turn it into an opportunity to win the customer’s loyalty and confidence.

      Thanks for the comment!

  3. I see that Empowerment is the 3rd in your top 10 list in improving customer satisfaction. I recently had a a positive customer experience with Netflix in which an employee was empowered to deliver beyond my expectations. I strongly believe empowerment is one of the strongest areas where management can step in and give employee’s more power to help resolve customer concerns.

    Best Regards,

    James

    1. I’m so glad you mentioned that, James. You are right – empowerment is critical. It was difficult to really prioritize the level of importance of each of these factors. They really are all like spokes on a wheel. Each plays a part in sustaining the integrity of the wheel.

      It is readily apparent when staff are empowered to act in the best interest of the customer and, ultimately, the company. It shows because you feel that you have been served by someone who has a vested interest in the outcome. I’m happy that Netflix came through for you and gave you an example of excellent customer service.

      Warm regards,

      Kristina

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