Take the Time for Your Customer Service LineDecember 5, 2017 . .
Have you ever taken the time to call your customer service line? Or tried to connect with someone as a complete outsider? I will wager that, unless you are a leader in the Customer Service department or a sales person, you have little to no idea what your customers go through.
And, I would wager again, that executive leaders are the worst at understanding what a customer goes through because executives typically have their issues taken care of by a personal assistant or the I.T. department.
Have you ever made the call?
I rant quite often about experiencing what your customers’ experience. I mean, really, deeply understanding what your customers go through to do business with your organization. You’re flying blind if you haven’t.
Case in point… Has a leader in a mobile communications network organization ever called their company’s customer service line about their own personal mobile service? Have they had to wade through option after option of menu choices? Waited on hold for 30 plus minutes? Had an agent tell them that they cannot solve their problem and they need to transfer them to another department, then have to explain the problem to a new agent all over again? Most likely not. Most likely the leader would get their assistant to make the call or worse, the call center agent recognizes them as a senior leader and expedites their issue.
The leader probably does not have the same cumbersome restrictions on their account that a normal customer has, which usually are meant for the comfort and convenience of the company and not the customer.
Take the time for your Customer Service Line!
Do you want to have a business that is among the very best in the world or one that languishes with the mediocre majority? Here’s my challenge to you… Get totally and completely inside what it is like to be a customer of your business.
Do not hide behind your title or power. I guarantee you will be shocked, frustrated and maybe even pissed off!
Once you get your head wrapped around this rarely practiced art of leadership, you will be able to make changes that will drive customer retention numbers to new heights in your industry and, here’s the cool part… Your competitors won’t have a clue what happened!
Robert Murray is a Vancouver, BC based Business Strategy Consultant, partner at Incrementa Consulting Inc., #1 Best Selling Author, and International Keynote Speaker. For further advice, insight and inspiration on how to unlock your inner leader, follow Robert on Twitter, LinkedIn and Facebook.
The audio version of Bob’s #1 best seller It’s Already Inside is now available on Audible.
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