Deliver Top Notch Customer Service Even in Highly Regulated Industries

Deliver Top Notch Customer Service Even in Highly Regulated Industries

Leaders and teams in highly regulated industries like finance, insurance, healthcare, real estate and others often think that the laws stop them from delivering top notch customer service. Not true. Here are the myths that stop you and the path to success.

Deliver Top Notch Customer Service: Image is collage of industry images.

Deliver Top Notch Customer Service Even in High Regulation. Image is collage of clip art.

1 minute customer service message from Kate Nasser, The People Skills Coach™.

Key Steps to Deliver Top Notch Customer Service

Leaders, if you and your teams think you can’t deliver top notch customer service within the laws and regulations of your industry, think again. Start by overcoming these customer service myths:

  • Myth #1: Top notch customer service means saying yes to everything. It doesn’t. There are always parameters.
  • Myth #2: Customers will rank your service low if they can’t do everything their way. Not true. It’s about what you do that makes the difference.

Key Steps to Take

  1. Define customer service within your organization as knowledge, experience, and great care that make life easier for the customers.

  2. Make that your customer service brand. Unlike fast food restaurants that focus on “have it your way”, customer service in highly regulated industries must stress that “our knowledge makes it easier for you.” Become the gurus and sherpa guides so customers don’t have to sift through all the regulations on their own.

  3. Put the regulation knowledge at the front line. Train all the reps to deliver on your brand promise. Customers get frustrated with unempowered front line reps. Start delivering knowledge value early on in the customer interaction.

  4. Make your company procedures as simple as possible while still following the regulations. Involve front line reps in reviewing these processes. They can tell you what frustrates the customers the most.

  5. Train all your customer service reps in professional people skills for top notch customer service including listening, communication, and most of all how to respond to customer objections. It’s important for them to know what to say and what not to say to customers’ regulation objections.

Many customer service reps think that delivering top notch customer service requires making customers happy by saying yes to everything. I can help you change their definition and image and improve their customer service skills. Through keynotes and workshops leaders, we can inspire and train them to deliver top notch customer service within the industry regulations. View footage and let’s talk soon.

What other challenges do you see on this issue?

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:

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Customer Service Listening Excellence: Unstick from Keywords

©2016 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 for permission and guidelines. 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. See this site for workshop outlines, keynote footage, and customer results.


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Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

One Response to “Deliver Top Notch Customer Service Even in Highly Regulated Industries”

  1. […] Leaders ask can they deliver top notch customer service in highly regulated industry. The People Skills Coach™ says this way! Leadership Customer Experience  […]

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