How often have you contacted customer service and received a generalistic, completely useless response? Even though you clearly described the problem, included the troubleshooting steps you already took and even indicated potential causes for the problem you are facing?
In this article, I’ll provide you with five tips to shape your customer service organization in such a way that you can prevent your customers from experiencing exactly this.
Nowadays, there is an abundance of information available online to troubleshoot issues, either on the company’s website or forums. Technology is enabling us to solve issues faster and in some cases even proactively. However, in practice, very few companies are really utilizing their options properly. Why? I’m tempted to say that this is mostly caused by a lack of critical thinking.
As always, there is not one single cause, but critical thinking is the kickstarter of innovation in customer service. You need people who like to challenge the status quo, and continuously ask themselves: why are we doing things the way we do?
During my 12-year career in customer service (and well before that when I was working in a bar/restaurant) I was often that guy that asked questions, and wanted to change things for one single reason: improve the way we service our customers. Now, many years later, I still love to surround myself by critical thinkers. I’m also very lucky to be part of an organization where critical thinking is deeply rooted in the DNA of the company, so it’s easy to keep up.
Looking at Customer Experience, it is important to be consistent and offer customers a smooth experience in the entire customer journey. Customer service plays an important role, and it’s an area in which there’s still an awful lot to gain.
These are my five practical tips to shape your customer service organization in a way that supports critical thinking.