When you contact a company and are greeted or met by an individual, do you care what her title is or what her job responsibilities are? Or is what matters most to you whether or not she is willing to help you?
I think one of the most dreaded phrases is, “That’s not my job. You’ll have to talk to someone in XYZ Department.” It’s important to know that regardless of your job, you are the company! Everyone who works at your company is all on one team. At least that’s the way most customers look at it.
With this in mind, even if you aren’t the person who will ultimately resolve a customer’s issue, you are making a lasting impression merely by the way you handle that interaction. So regardless of your job or what department you work in, you are the company and everyone who works there is all on the same team!
By definition, everyone within your company is part of your Customer Service Chain, including the CEO, all management and all non-management. The chain is only as strong as its weakest link.
Your company’s culture will dictate how you start treating the causes of poor customer service. Losing customers and employees is impacted by how you look to identify root causes of poor customer service.
Some of the biggest offenders are managers who do not extend the same caring service to their employees that they expect those same employees to give to your external customers. Attitudes can improve when internal customer service is as strong as external customer service.
Customer service training needs to start at the top and be available to all employees. Customer service training should not be limited to your customer service department, but instead should involve all employees in all departments.
Employee and customer loyalty is earned when expectations are consistently exceeded through outstanding customer service. Consistency can only be achieved when employees in every department are held accountable for both internal and external customer service skills. How you treat your coworkers is just as important as how you treat your customers.
So if you’re serious about customer service, focus on strengthening your Customer Service Chain. Take a close look at your company and ask yourself, “Are we ALL on the same team?”