Implement a simple recognition and reward scheme that focuses on delivering exceptional customer service and fits with your organisation’s culture.

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Get your team to help you retrieve and store this valuable information. After that, give some thought to how your product or service could better suit their needs. Further tips are provided in understanding customer needs and expectations. This will help you find the right ways to meet customer aspirations and improve customer service.

Lastly, provide the team leaders with the resources they will need to deliver these bite-size sessions. For example,  supply laminated cards, posters, activities, exercises and products, as well as training guides.

Get team members from functions such as Finance, HR, Quality, Procurement involved with any initiative that includes your frontline customer teams. These team members impact your customer service but are often overlooked and can therefore feel undervalued by the organisation.

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Give your staff the opportunity to see what level of customer service your competitors are offering. You may even include other organisations that are not competitors but are known to offer great customer service.

A word of caution, different staff members will value different aspects of what you provide them with, so a range of schemes and practices will be important. For example, these could include but not be limited to:

Personalising service in this way will also help you build trust with your customers. In addition, there are many tools such as CRM systems that enable you to capture relevant client historical information.

If team members feel valued by their managers and the organisation as a whole, they are likely to perform better and engage with your customers well.

Importantly, it will also identify what obstacles get in the way of delivering consistent high levels of customer service. Hence choose team members who are open and keen to support the initiative.

This standard provides clear expectations for both team members, their manager and the customer. It’s a great way to clearly review the factors impacting on the consistent delivery of your organisation’s customer service. In this example:

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Get to the root cause of your customers’ concerns and complaints to find out what is going wrong and why. It will help if you have a structured system for storing all customer feedback, concerns and complaints. Once you have the information stored together, review the data and ask yourself:

Firstly, you might consider recognising customers’ special events and occasions, or meaningful milestones of customer loyalty. Or secondly, an extension to the product or service they have purchased.

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For example, ‘we will listen to and respect all contributions, we will look at the data objectively and with the intention of building on what we currently do well’.

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Focus team members on improving customer service by setting measurable objectives and reviewing their progress on a regular basis. Align these objectives to your overall customer service strategy and business goals. SMART objectives are usually set to ensure they are clearly defined and measured. This process also ensures that you match resources and processes to support the effective achievement of the standard set.

Set some clear boundaries of responsibilities in handling the complaint. Alongside this, map out the level of compensation an individual at each stage has the authority to offer customers.

How often are your customers being delighted by receiving something more than they were expecting and of value to them? Surprising your customer in this way, as long as their basic needs are being met, can engender customer appreciation and future loyalty.

Special or additional ‘touches’ often get referred to within the customer’s local or on-line community. This can really help to raise your credibility and encourage new referrals to your organisation. See delighting your customers for further information.

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Share this data with representatives in your organisation who are best placed to provide the broadest of insights into why these complaints may be happening. Most importantly, before any review meeting set some guiding principles to ensure participants contribute in the most effective way.

Choose a training provider who will really get to know your business and who can support your business strategy and service standards. An experienced and engaging training provider will be able to support you and your team in delivering personalised, tailored customer service, in a sustainable way.

At KSL Training, we adopt a holistic approach to customer service, helping you to achieve your business strategy and customer service standards. We offer practical half-day or one-day customer service training that will teach you how to improve customer service, at every level of your organisation.

Alternatively, you could develop your own internal customer service training programme to raise the importance of customer service, product knowledge and skills within the team.

Firstly, review how your staff feel about the organisation and their managers. Some of the options include staff surveys, staff representative schemes and internal forums.

Finally, conduct a periodic review on how effective your complaint handling process is at each stage to identify improvements that can be made. Take a look at our tips for handling customer complaints. Also consider some remedial training and coaching.

Ensure there are also regular times for reviewing the team members well-being. You can also give feedback on their performance and identify any support that is needed.

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Kim Larkins, MCIPD is Company Founder of KSL Training. Kim has 30 years training and HR management experience in the Retail, Hospitality and Pharmaceutical industry, as well as working with a diverse range of client industry sectors.

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The quicker and easier it is for the customer to buy your products and services, the more likely they are to use your service in the first instance.

Include a review of how team members contribute towards a set team objective, as well as how they actively support each other at work. This can be achieved through your normal one-to-one reviews or you can facilitate a ’round table’ discussion where you ask the team to review each team members performance and contribution to the team. For example, ask questions such as:

Set some simple customer service standards that team members can easily understand and implement. You can also include the team members themselves in this process if you’re seeking total engagement.

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In conclusion, the more effortless you make your service, the more repeat customers you are likely to retain. Some research shows that customers opt for ease first, rather than just relying on a previously good experience to make their next purchase.

As we mentioned previously, different team members perform better at different tasks dependant on their motivations, skills and behavioural attributes. With this in mind, here are some steps to take when recruiting new team members:

There are many ways to find out what your customers think about the organisation. Firstly, identify which methods are the most viable and rewarding for you. These could include:

Lastly, use the creativity of the group to generate a diverse range of solutions and stimulate more radical and less obvious ideas. See tips on developing creativity and facilitating groups, to get the most from these sessions.

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You may also wish to train your team leaders to deliver regular bite-size customer service training sessions. This can link with their regular team briefing sessions.

Research shows that if we receive good customer service, we will tell two or three people. However, if we experience poor service, we will tell ten to twelve others!

These teams are built and maintained by focusing all their communications, performance measures and processes on the customer.

Follow your customer’s journey, from the way customers find and buy your organisation’s service and products, to billing and after sales support. In particular, look for ways of streamlining customer service processes at each stage of their journey.

‘To deliver exceptional customer service, what should the team member…’ or ‘To actively support the team, what should the team member…’

Customer feedback can also tie in to an Employee Recognition Scheme to give recognition to the individual or team who delivered the exceptional service. Recognition in this way means employees are more likely to ‘go the extra mile’ for their customers. They also know their efforts are being noticed in this way by their employer.

For example, give feedback about what is going well, as well as offering coaching for skills needing development. For specific help with this, see our resource performance appraisal methods.

Along with the provision of training and coaching; reinforced with great performance recognition, you can embed this level of personalised customer service and customer loyalty.

‘Behaviour breeds behaviour’ and happy staff lead to happy customers. Hence paying as much attention to the needs of your staff as you do your customers will help improve your overall customer service.

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Internal customer service reviews or forums, when set up well, can provide you with some great ideas to improve customer service. Your staff work with customers on a daily basis, so if they are encouraged to be open and honest without any repercussions, they will share valuable insights.

If you’re still not sure what will be the most rewarding to your employees, ask them what they would prefer. You can then gain feedback on the scheme through staff surveys and performance reviews.

Consider what forms of recognition and reward will motivate team members the most. Naturally, any scheme you come up has to be commercially viable. However, if well thought through, the scheme will normally pay for itself with the additional customer service results achieved.

Once your staff have reviewed your competitors, get them to share their experience with the rest of the team. From these insights, you can identify the best practice ideas that you want to adopt within your own organisation. For suggestions on the areas you may want to review, take a look at our resource mystery shopping.

Undertake regular performance reviews, not just during the annual appraisal. Also consider what time frames and format work best for you and your teams. For example, daily briefings, weekly ‘check ins’, monthly one to one reviews, quarterly and half-yearly formal reviews.

Take time to engage with your customers to find out what their needs really are. As a result, you will be able to provide customers with the product or service options to fully meet their needs. This will really help, as you strive to improve customer service standards.

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Consider how easy is it for your customers to make their concerns and complaints known to you. An easy process will capture the full extent of your customers’ experiences and enable you to really improve customer service. You will also help prevent future customer complaints.

Some of their customer practices may be adoptable in your organisation. Check out ideas on how to do this in our resource customer service training ideas.

Look at ways to increase the team working and understanding between each of these support functions with the customer facing teams. Bring them together to improve customer service. You may also reduce any internal conflict that has arisen in the past, often due to misunderstanding and lack of awareness of differing priorities.

Firstly, focus on getting the basics consistently right. Then get your staff to think of ways that they can ‘add value’ or create special ‘wow’ moments for your customers. Balance this with reviewing customer complaints or concerns expressed within this forum, once you have built the level of team member trust.

Shadow team members in the organisation to find out what is really going on. Choose different functions and team members that will give you the whole view of how customer needs are being fulfilled within the organisation.

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The more you get to know your customers, the more you are likely to understand customer needs and expectations. Hence, give some thought to:

Doubtful a dual check is acceptable. If they require something, they will most likely require some kind of testable device.

For top tips with a range of practical activities and exercises, see our customer service training ideas. Your training provider should be able to support and guide you in selecting the best activities to achieve your goals in the most effective way.

In conclusion, Managers who really engage with team members will help you succeed in looking after your staff and in turn, your customers. For help read our tips for engaging with customers.

Identify the best way to capture customer feedback across the organisation. You can also include feedback from peers and managers where they notice a team member giving exceptional customer service. From here, you can build a toolkit of best practice within your organisation.

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Since word of mouth and on-line recommendations and referrals are often key drivers of new business, all companies should strive to achieve consistently high service levels. With that in mind, here are 20 practical tips on how to improve customer service in your company:

Most customer focused organisations, dependent upon their size, have a transparent complaint handling process that it understood at all levels. There are usually three stages:

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Some large organisations go a step further and go ‘under cover’ as either a new employee or customer to gain these insights.

Then on several occasions observe and work closely with these staff members. This will show you how your systems and processes affect the customer.