About your Customer Service Strategy
27 questions about your customer service strategy
- Where do the majority of interactions with customers happen? Online or offline? Over the phone or in person?
- Is there anything in the environment /process of interacting with customers that may have a tendency to piss them off? (Example: long hold times when calling)
- Who has the majority of interactions with customers in your organization?
- Are those people given the most training and education in the company? Why not?
- Who are your best customers? Why?
- Who are your most profitable customers?
- What do your customers think of your customer service? Do you ever ask them?
- If you went out of business tomorrow, which customers would legitimately be upset?
- How do you know how your customers wish to be treated?
- Do your employees get adequate customer service training when they start? How do you know?
- Do they receive more training once they have experience on the job?
- Does your staff have the power to take care of the majority of problems that arise?
- What are the limits of what employees can do to make it right with a customer? (Examples: Nordstrom’s approach to customer service)
- Do you have your own company stories about amazing customer service? (Example: Zappos on call with a customer longest phone call record) What if you rewarded brilliant acts in customers service with a bonus?
- What if you incentivized your customers to help improve your customer service?
- Who has the best in class customer service in your category? If it’s not you, why not?
- What company do you look up to as a leader in customer service outside of your industry? What can you learn from them?
- 18. Is customer service a priority to all levels of management and employees at your company? Be honest…
- How can you get everyone at your company to take customer service seriously?
- When delivering your product/service is there a moment where you could do something that makes your customers smile?
- Are there times when you have to communicate with your past and current clients where you could do something creative to get a positive reaction? (Example: your monthly newsletter)
- What intangible value could you pass along to your current customers?
- What would you have to do to get someone to say something positive about your company on Facebook or Twitter?
- Do you know of any stories about your organizations customer service that past clients have told a friend or relative about?
- How do you intend to measure customer satisfaction in the future?
- Have you heard of any ways to measure customer satisfaction such as Net Promoter Score (NPS)?
- What do you have to do today to ensure your organization is a leader in customer service tomorrow?