Improving Customer Service

A JT Blog – Improving Customer Service

Posted by Michael W Truitt in Customer Service

No matter how many people in your business, 1 or 1000, each person needs to feel their efforts matter, that they make a difference within the organization.

Empowerment – This term is a catch-all for many different concepts of employee power and responsibility.  It means employees are given the power to do their jobs and do them well.

Empowerment can mean giving some authority to your customer service team, encouraging feedback from the team members, or simply showing trust in your employees.

There are a great number of disadvantages and costs that result from failing to empower your customer service team as well as the rest of your company’s team members.  Empowering them should be considered a vital part of improving customer service.  It allows each team member to handle a greater number of situations with a larger degree of comfort and skill.

This avoids the common experience customers have of being passed from employee to supervisor, and from supervisor to manager other departments when making a complaint.  This is extremely frustrating to customers – as well as team members – who must repeat the problem in its entirety to each new participant.  It is one of the surest ways to frustrate your customers and customer service staff.