Your customer service reps have unlimited access to your customers, yet they are often considered to be expendable and typically treated as such.
Are you managing your customer service function as a cost center or as a profit center? How much of your customers’ satisfaction is impacted by your customer service reps?
Exceptional customer service is a proven differentiator. When access to information is so effortless that many products are seen as commodities, when the life cycle of a technical competitive advantage is a long weekend, then it should become clearer that your people are your most sustainable competitive advantage.
Your customer service reps have the potential to create uncommon, memorable and personal experiences for customers. They are often the individual face by which your customers view your impersonal organization. Even today, when technology is ubiquitous, people prefer to buy from people – technology is just the enabler. Your success is determined by how robustly all of your people, but especially your customer service reps, believe in your purpose and values, and how consistently they demonstrate them.
If you’re investing more effort to measure the time spent supporting a customer rather than the level of a customer’s satisfaction, then it’s time to reconsider. […]