National Customer Service Week 2018 - Day Four - LEADERSHIP
Customer Service: Leadership
It is almost impossible to imagine nowadays, a company consistently delivering great customer service, without the tangible support and direction of the Leadership team.
‘CSN supporting the Institute of Customer Service in raising
awareness of the importance of delivering consistent,
quality customer service, to remain competitive’
Employee engagement and customer satisfaction are joined at the hip.
So by default if the customer service teams don’t perceive the Leadership team are particularly driven or focussed on strong, consistent results, motivation to deliver them will start to slide.
The importance and impact that the role of Leadership and their substantial influence in creating a sustainable customer service excellence culture (or otherwise!), should never be overlooked – indeed those organisations recognised as pioneers in delivering sustained customer service excellence, ALL have a culture to delight the customer, which starts at the top and infiltrates EVERY department. And they reap the benefits of doing so:
The 2017 Dimension Data Global CX Benchmarking Survey has identified that ''84% of organisations working to improve CX, see an increase in revenue''
Over the years, CSN has worked with many Leaders and Exec teams, determined to build differentiation for their organisation by achieving their goal of delivering Customer Service Excellence.
Those who continue to successfully achieve their targets, typically, focus on six behavioural traits which eventually become the ‘norm’ in order for the Leadership to be successful in the long-term. Below are those 6 behavioural traits of successful Customer Service Leadership:
Empower others to make decisions
Listen to, regularly refer to and make improvements around customer feedback
Insist everybody and every department are measured via the same consistent KPIs when it comes to delivering positive customer experience
Invest in Employee Engagement feedback and plans to increase employee satisfaction
Develop and teach a customer-centric mindset across the business
Be visible, interested and inspirational
Additionally, another factor which is synonymous with the success for delivering customer service excellence, is that the Leadership will have put together and executed a strong Customer Service strategy.
For some, this comes naturally. However, in large, complex environments with multiple customer-facing ‘touchpoints’, the optimum Customer Service strategy can be a daunting task to get right.
That’s often where a company such as CSN can help, with our 20+ years of successful support, in precisely this area.
CSN has been successfully supporting organisations to deliver Customer Service Excellence for over 20 years, working with SMEs through to large multi-nationals such as; Johnson & Johnson, McCain's Foods, Royal Caribbean, Gatwick Airport etc.
We take great pride in gathering insight from our own customers and maintaining the consistently high levels of positive feedback from our own customers.
For more information on the solutions that we provide for companies like yours, including numerous customer testimonials to reassure you that we really are the UK’s leading support organisation for companies aiming to deliver Customer Service Excellence, head to www.customernet.com now and we’ll be delighted to discuss any help you may need.