Customer Service Solutions™ Model
5 Key Components
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Assess
Prior to embarking on any organizational change, it’s important to get an objective assessment your current situation. The Next Level Productivity Assessment™ locates your service center on the continuum between handling transactions efficiently (Level 1) and (Level 4) creating long-term relationships with your customers. -
Involve
When service reps, supervisors, and managers get involved in creating solutions to better serve customers, three things happen:
-- Internal processes improve faster.
-- Training fits like a glove.
-- Employees partner with management to drive organizational change. -
Train
Classroom training alone does not produce long-term changes in employee behavior. What makes training really stick is a multi-pronged process. For best results always include customized training for service representatives; coaching training for both peer coaches, team leaders and supervisors; leadership training for supervisors, team leaders, and managers and train-the-trainer classes for in-house facilitators. -
Empower
Service representatives are today’s knowledge workers. Customers expect your representatives to have the power to resolve their problems without being transferred. They also depend on your representative, to inform them about your products and services that will add value to their lives. If the service representative doesn’t tell them – who will? -
Measure
When quality becomes more important, the Solutions Scorecard is expanded. The quality of the customer’s experience is of central importance. Customer satisfaction is measured both for the call center and the individual service representatives.
Next Level Assessment for Contact Centers
Five Smart Reasons Contact Centers Offer Their Customers Value-added Solutions
