Getting Them to Think Outside the Box and Make Customers Happy
YOUR SUCCESS SIGNATURE
3 Ways to Empower Your Customer Service Team
As a successful business, you understand that growth is built on customer loyalty and your customer support team is the primary, fundamental ingredient that promotes that expansion. As you learn to tap into and radiate your Success Signature, you will undoubtedly draw in an empathetic, talented team that is in alignment with your mission and wants to support you. The challenge lies in letting them know how they can. Customer support reps have their own creative ideas on how to serve your customers, but are sometimes reluctant to implement those ideas if they cost a little bit of money or veer outside of the known guidelines and expectations. The key to this challenge is to empower your team to make decisions that will satisfy and elate your customers.
1. Give Them The Freedom To Give Away Your Product – A free gift can go a long way in smoothing out customer complaints, especially if the mix up accountability falls on your shoulders. Allowing your customer service reps the ability to gift a product now and then at their discretion is a useful tool in creating a positive and memorable experience for your customers as well as encouraging your team to be accountable and creative with their responses. It’s a great practice to have a loose protocol set up for these particular situations, such as designating a certain product as the standing free gift or setting a limit on the dollar value they can give away. That way you’re ensuring the value of your product and also giving your reps the power to delight your customers.
2. Encourage Brainstorming / Sharing Sessions – Weekly meetings are crucial to staying in touch with the needs of your team as well as your customers. Your customer service reps are on the front lines and have a finger on the pulse of your customers. They are talking with them on a daily basis and most likely have ideas of their own on how to satisfy them. Asking questions like “What are the most challenging questions/issues that have come through this week?” and “What are your suggestions for improving this situation?” taps into their inherent knowledge and encourages their input, thus empowering them as a valued member of your business. The attitude of the people in direct contact with your customers is a vital factor in determining the success of your business.
3. Let Them Know It’s OK To Take Their Time With Customers – Customer service is a big job and the reps doing this work feel the need to perform efficiently and quickly. While these skills are necessary, opening up the room for them to really connect with a customer and go over and above what is required is what creates a pro-active solution finding culture. With this release of pressure, the ability to move beyond the initial customer request and to fulfill a true need opens up.
The new paradigm of business that is evolving requires spontaneity, and spontaneity requires freedom. Allowing your team of customer support reps the breathing room and support to satisfy your customers will cultivate an attitude of joyful service in them and a loyal customer base that grows in service of all you have to offer.