Your business won’t survive without customers, and you need to get across how much you value them. To communicate well externally, you need to have in place a clear, consistent internal communication strategy too. If you have a team of people working with you, let them know how they each contribute to your business’s success, and the way they interact with your customers is a key part of this.
Making it Happen
Communicate clearly
When a company changes its focus toward customer service, it is essential that everyone is involved. Change creates an atmosphere of uncertainty, so it is vital that everyone understands the important issues and feels that they can contribute to the success of the change. In an atmosphere of uncertainty, customer service levels can be affected.
Build Understanding
Organizational changes can have a significant impact on employees, suppliers and distributors-so it is vital that they are thoroughly briefed. Change can be a powerful positive factor rather than a cause for concern and change can demonstrate that a business is committed to improvement and progress.
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Encourage Commitment
Implementing a customer service policy requires commitment and involvement from all employees. Before implementing a program, it is sensible to find what the level of commitment is and to include staff in discussion. The most important part of the the process is the follow up. Too many employees believe views will be ignored.
Encourage Improvement
As far as possible, training should be offered to all staff to help them understand the importance of customer care A customer satisfaction guide could be issued, describing the most important elements of customer service and the standards which apply.
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Maintain Motivation
Motivation and award programs can help to maintain high levels of interest in the customer service program and to build a high level of commitment to the program’s success. Award programs that reward continued improvement in levels of customer satisfaction maintain momentum and give customer service program a high profile. They are therefore valuable in building team spirit and a commitment to excellence.
Provide a Vision
Clear visions and strong, motivating language focus attention on the importance of customer service programs. It is also essential that the program is led from the top. A key figure should be involved personally in every aspect of the programs – talking to groups of employees appearing in company intranet broadcasts and using every public relations opportunity to raise the profile of the program.
Develop Champions
The leader cannot achieve all the objectives alone, so it is essential that other people with influence can take on the role of supporting the message throughout the business. Management commentators often call these people “champions” their task is to build commitment and enthusiasm for change. They may be the very people who could undermine change if left out of the process.
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Develop Dialogue
The great advantage of the technological boom of the last decade is the ability to connect with individuals and groups in a way that is routine, targeted and convenient for all involved. Consider how you can use technology particularly websites, blogs and social networks-to connect with customers and provide great service.
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