Your customer service training course will fail unless you take a systems view and develop a culture of service. Customers are not serviced in a vacuum, and unless EVERYONE is involved in delivering a positive customer experience, your investment in customer service training is headed down the drain.
If you earnestly want to improve the customer service experience for your customers, begin at the top by analyzing your mission, vision, and values. If all of these aren’t aligned and focused on your customer’s experience and how improve their condition―it’s time for a refresh. You must involve your Human Resources (HR) team to help you answer the questions as to how you get there. Human Resources, instructional design and organizational development practitioners can help you analyze your culture from the people you bring into the organization, to how you can develop a more customer-centric and service-based culture with the people you already have.
At every step of your HR workflow, there are strategies and tactics that you can employ to ensure your success. A culture of customer service involves a system of inputs and outputs, all working towards building a team recruited and completely focused on ensuring the satisfaction and loyalty of your customer base. As this diagram above illustrates, to build a culture committed to service you begin with your people. The ones you have not yet hired, the ones you are in the process of hiring, and the ones you've hired in the past. Click on the image above to learn more about the questions you should be asking at every stage of recruiting, hiring and managing to achieve a culture of service.
Finding a contract HR professional, instructional design or organizational development consultant with the appropriate skill-set needed to properly help you achieve results from your customer service initiatives can be an overwhelming challenge for any organization. If this is the case for your company, consider seeking guidance from a firm like Collabor8 Learning. Collabor8 Learning is experienced at strategizing, designing and delivering custom customer service strategies and solutions that exceed your expectations, regardless of your organization’s size.
Alex is a co-founder and Managing Member of Collabor8 Learning, LLC, an instructional design and performance management consultancy. His firm collaborates with organizations to enhance the way they develop and train their people. To learn more about Collabor8 Learning, click here.