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Survey Identifies Top 9 Most Important Customer Service Improvement Issues
New survey results from more than 560 business leaders and human resources and training professionals identified the top nine most important customer service issues.
By combining the ratings of issues rated as very important or extremely important, researchers at The Ken Blanchard Companies were better able to rank the issues presented.
For example, 69 percent of respondents identified “Developing systems and processes that make it easy for clients to do business with the organisation” as either very important or extremely important.
The complete list is below.
Most Important Customer Service Improvement Issues
69% Developing systems and processes that make it easy for clients to do business with the organisation
64% Improving skills to diagnose the customer issue or need
64% Developing empathy for the customer’s feelings and situation
59% Improving listening skills
58% Improving problem-solving skills
57% Understanding the appropriate communication style to use with the customer
56% Empowering people to utilise their authority to make decisions about how to support the customer
56% Training people to be polite to the customer
43% Making product improvements
To address these issues, Kathy Cuff and Vicki Halsey, co-creators with Ken Blanchard of The Ken Blanchard Companies’ new Legendary Service training program, recommend that senior executives focus on three critical areas.
Define a Service Vision. If your organisation doesn’t articulate clear standards, guidelines, and a picture of how they want employees to interact with the customer, your customer-facing employees will be left to define this for themselves. This undermines the organisation’s ability to create a consistent and cohesive customer experience.
Measure Customer Loyalty. According to our survey, 12 percent of respondents said their organisations do not measure customer service and another 16 percent said they didn’t know if their organisations measured customer service. This leaves the organisation blind to customer needs and opinions, unable to make improvements to current products, and lacking information necessary to innovate with future products and solutions.
Train Employees. Training employees teaches them how to communicate effectively, become proactive problem solvers, and take ownership for creating a stellar customer experience. Without training, people aren’t always clear on what’s expected of them or what good service looks like. That can undermine the customer experience and your organisation’s profitability.
“Service is an organisational culture issue,” says Cuff. “Our goal is for everyone in the organisation to see customer service as their job. Whether you’re an individual contributor, a manager, or the CEO of an organisation, you must recognise that you can make a difference within your own realm of influence.”
“That begins by being committed to customer service, setting a vision, measuring results, and offering widespread training,” adds Halsey.
About the author:
David Witt is a Program Director for The Ken Blanchard Companies.
He is an award-winning researcher and host of the companies’ monthly webinar series.
David has also authored or coauthored articles in Fast Company, Human Resource Development Review, Chief Learning Officer and US Business Review
Kathy Cuff is a Senior Consulting Partner with The Ken Blanchard Companies and coauthor
along with Ken Blanchard and Vicki Halsey of the book Legendary Service: The Key is to Care.
First published on Blanchard LeaderChat
20 April 2018