Four Top Rules for Improving Customer Service
Rule #1: Don’t start with customer-facing employees. Instead, involve everyone, with a special focus on internal service providers.
Rule #2: Don’t start by training people on specific service skills, scripts and procedures. Instead, educate them first to a better understanding of what service excellence really means.
Rule #3: Don’t pilot the change. Instead, go big and go fast to build momentum for the new culture.
Rule #4: Don’t focus on traditional KPIs during the service revolution (such as satisfaction, NPS, operational measures, and sales). Instead, focus on leading “revolution indicators” (i.e., ideas generated and ideas implemented) to generate value-adding ideas and new service actions.
Source: UpYourService.com