People to People Service RSS feed:How To Create Consistent Customer Service

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My RSS Feed is dedicated to customer service and Has Just Posted the Following on her blog:

One of the biggest complaints that customers have about companies is inconsistent customer service or implementation of customer service policies.

A customer is told "No problem" by one person, but another person will say, "It's our policy that we don't...."

Having been on both sides of the fence as a customer service rep and a customer, I know how frustrating this can be. Working in customer service, I was the one who didn't quite follow the "rules" all the time. I was the one who was asked, "Why can you do this and the other person at the other location couldn't?"

It's interesting because I was never reprimanded for bending the rules.

Training Issues

I think one big reason why people receive inconsistent customer service from companies is lack of training - not so much in terms of policies and procedures because those can actually be learned easily. What I'm referring to is a lack of training in communication and flexibility.

Organizations put these rules and policies in place, but they don't tell their team that these "policies" are just guidelines. Customer service reps are quick to relay "policies" without giving much thought to a customer's situation or need. If customer service really and truly is the core of a business, upper management is (or should be) ok with a customer service rep going against a policy.

It's important to stress that company policies for customers are simply guidelines. Every customer interaction is unique and should be treated as such.

Build a Customer Service Council

Colin Shaw wrote a great article, How to Get Everyone Working to the Same Customer Experience Goal, where he suggests that organizations create a Customer Service Council. Key people within a company come together with the objective to improve the customer experience and make sure everyone is on the same page. The Customer Service Council can make note of any inconsistencies in service.

What are your thoughts on creating consistent customer service? Have any tips to add?

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[Drro]

Not only do I agree that it's as training issue, but I would go on step further and say it's not just what to say to a customer, but as important is what notes are made to the file. We suggest using 'muscle' words, words that are specific, detailed, so there is no room for misunderstanding or interpretation.

In a recent training I presented, two departments were in 2 different locations but were in the room together for this training. As someone was asking a question about how to handle a particular customer someone else said, "I know who you're talking about. I've had her too!" The customer was playing one against the other.

If there had been clear notes to the file, the second representative could have said "our records indicate that you spoke to so and so and I just want to reinforce or reiterate or remind you of what was said. In this way there is consistency and support.

When you use general terms like 'as soon as possible,' 'when you get a minute,' or 'shortly,' everyone's interpretation is different. And so you leave it up to luck, fate or an accident!

[David Sandusky]

When you use general terms like 'as soon as possible,' 'when you get a minute,' or 'shortly,' everyone's interpretation is different. And so you leave it up to luck, fate or an accident!

I love this point! To a person, if we set a specific expectation and live the values of doing what we say we will do, providing excellent customer service becomes a way of life.