By Steve Brubaker, InfoCision Chief of Staff
I often speak with executives who are caught between a rock and a hard place trying to improve their company’s customer service strategy. While most business leaders today recognize the importance of being customer-centric, the fact is that it can be very difficult for a company to change its reputation — especially after years of neglect.
That’s because negative interactions don’t simply disappear anymore, as they did in the past. Now, customers have social media at their disposal to sound off about negative experiences. Bad reviews can easily compile and turn into baggage for a company, which can reflect terribly on the organization as a whole.
Understand, though, that while the process of repairing a brand’s reputation may be difficult, it’s not impossible. There is always an opportunity to turn things around and win back customers, regardless of what occurred in the past.
In order for this to happen, though, change needs to come from the top-down. It’s not as simple as telling agents that they need to be friendlier or more engaging, or ordering managers to crack down on performance. Instead, there needs to be a fundamental shift in how the organization views its customers. Customers should be treated like gold regardless of who they are talking to. And employees should come to work in the morning feeling great about helping customers, and wanting to go out of their way to keep them happy.
So, how can you pull your company out of its customer service rut?
If you’re serious about making your company more customer-centric, you won’t be able to do it alone. First you’ll need to drum up support within your organization. Start a customer service improvement task force, and compile evidence to build a case about how poor contact center practices are harming your organization.
Start by analyzing customer complaints, and randomly spot-checking calls and chats for quality purposes. Comb the Internet looking for feedback on consumer advocacy websites. Then, link these small details together to form a big picture overview of how customers are being treated on average.
Your next step will be to form an improvement plan that you can share with your shareholders, C-suite members and managers.
As you do so, now is a good time to consider outsourcing your customer service operations to a contact center solutions provider like InfoCision. We can help assess what is working with your current strategy, as well as what is not. Then, InfoCision will provide you with the Communicators and services that you need to provide stellar service.
Take my advice: Sometimes, the easiest way to fix a problem is to outsource it to an expert provider offering guaranteed results.
To learn more about how InfoCision can help your business, click here.