Are you brave enough to do this 52 times?
When was the last time your customer service staff tried something new?
What would happen if you empowered them to come up with and road test a new way of doing just 1 thing every week?
1. The actions have to positively impact customer service
2. You have to let your team decide, implement and review the new (you have to step back.)
And there you have it! 52 customer service improvement ideas created and tested by the people who know your customers best. If you are already thinking of 52 reasons why this won't or can't work, why? Unless you've done it before or in the middle of doing it, why wouldn't you give it a go? I'm not trying to be pushy here, I really want to know why.
Why I think you should is obvious. I know the huge benefits of empowering your team to come up with and road test service improvement ideas but if you want more evidence, below are 5 stats that might make you re-think why letting your customer service team do the thinking could be worth their time and not yours...
91% of unhappy customers will not willingly do business with you again Source: Lee Resources
It can take as many as 12 positive experiences to make up for 1 negative experience. Source: Understanding Customers by Ruby Newell - Legner
76% of consumers say they view customer service as the true test of how much a business values them. Source: 2015 Aspect Consumer Experience Survey
Customers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences. Source: 2012 Global Customer Service Barometertime
55% of consumers would pay more for a better customer experience. Source: Defaqto Research
Still want to contact me and tell me I'm asking too much? Too much time, too much opportunity for mistakes, too much push back from staff or simply too much thinking?
Creativity, change and new are 3 words that can sink a customer service team but they should be the 3 words that inspire and a little bit of bravery can set your frontline on fire. Go on, I challenge you to light a fire of positivity in your team.
Want some help? My book is packed with the A - Z of customer service improvement ideas and actions and you can download the first chapter for free.
Grab the book in either hard copy or download the e-version and you will have 26 actions ready to go - you're welcome :)
By Cate Schreck - Author of "The A-Z of Service Excellence"