Leaders customer service is change. Every aspect, every moment, is change in action.
When customers call, it is to change the current situation to a more satisfying one. When they make a purchase, they use it to change something in their work or life.
Does your organization think customer service is primarily change?
Featured Image by: ClaraDon
Leaders Customer Service is Primarily Change. Image by: ClaraDon
Leaders Customer Service Is Change!
Do your customer service teams see themselves as change agents?
Do they know how to create change on every customer interaction?
Do they engage in cross teamwork to effect each change?
Do you lead and engage them to create change with each customer?
………………… OR …………………..
Follow the rules
Read the script
Make sure the customer follows the procedures
Handle each call as prescribed
Escalate any exceptions (changes) to management
Have you given them the impression that the goal is status quo?
Leaders Customer Service is Change Not Chaos Image by: CM*
How and why does this misstep start?
Seeing change as chaos triggers an exaggerated need to stabilize.
Desire to stabilize creates rigid standards of control instead of valuable guidelines.
Standards then become something to maintain.
The primary focus is then, mistakenly, on maintaining the status quo.
It undermines employees’ sense of urgency to the customer — critical to service excellence and customer loyalty.
It dampens employee initiative, learning, and motivation to serve.
It leads an organization to narcissism. Employees focus of company preservation instead of customer satisfaction as the path to company success.
When the company vision is self-preservation customers leave.
Leaders Think Balance Not Stability!
Seek balance in change not stability in maintaining the status quo.
Build balance by adapting to great inputs from the customer.
Apply balance during change to prevent fatal chaos.
Achieve balance around a central truth – customer service is all about change.
Leaders customer service is forward not back.
It’s momentum and change and customers must feel it from your agents. Customers don’t come to maintain the status quo; they leave when you do.
Inspire employees to care. Train them to unearth and fulfill customers’ wishes. Lead and empower them to be the customers’ change agents not just customer service agents. The safety of status quo is an illusion.
Inspired empowered agents with a sense of urgency to effect change create powerful bonds of customer loyalty — and your company success.Discussion: What else feeds this desire for control & status quo? I welcome your thoughts in the comments section below.
From my professional experience to your success,
Kate Nasser, The People-Skills Coach™
Leaders, Win Customer Loyalty on the Move!
Capture Impact Behind Customers Feelings – Coming and Going!
©2013 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email email@example.com. Thank you for respecting intellectual capital.
Kate Nasser, The People-Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. M.A. Organizational Psychology. See this site for workshop outlines, keynote footage, and customer results.