So how can you make your own company a paragon of customer service? Here’s a rough blueprint:
1. Start at the top. Make unbeatable customer service a part of your company’s mission. Make sure all executives and stakeholders are on board, and create an actionable plan.
2. Hire enthusiastic people and keep them engaged in their work. There’s a strong correlation between employee engagement and quality of service. Make sure everyone in the organization from bottom to top knows that creating a great customer experience is the reason they’re there.
3. Review all points of interaction with customers, both online and physical, and try to create a seamless environment to make transactions stress-free. Make sure employees record hang-up points, and encourage them to discuss them in meetings.