How to use feedback to improve customer service in your organisation

As the saying goes, “You only get one chance to make a first impression.”

This holds a lot of weight with customer service workers as well as administrative staff, who are often the initial point of contact for a company’s clients, vendors and other business contacts.

When Customer Service Week comes around every October, take note: It’s not only morale-boosting, but also good business for you to recognise it.

Use the opportunity to not build your customer service focus, but show some appreciation to your workers who interact with customers on the front line, from receptionists to call centre representatives, customer service managers, member services representatives and enrolment specialists.

What is Customer Service Week?

Customer Service Week is an international celebration that calls attention to the importance of customer service and the people who provide it, with these goals:

Boost staff morale and teamwork
Reward employees for the significant work they do
Raise awareness of the value of customer service
Thank other departments for their support
Remind those who buy your products or use your services of the company’s commitment to customer satisfaction

How to help your team build a customer service mindset

Providing good customer service is the key to attracting and keeping business.

Your administrative and customer service employees, in particular, play a key role in how others perceive your organization.

While it’s comparatively easy to provide quality service when dealing with simple situations, the real challenge for your workers is when they face difficulty, like rude or angry people.

1. Lead by example

You can’t expect your staff to provide excellent service if it’s not a personal commitment of your own.

Listen, show empathy and be responsive to your colleagues’ queries and requests. Polished soft skills are critical in any customer-focused position, just as they are in a leadership role.

The same can be said about being proactive: Demonstrate problem solving, rather than passivity, in your daily work. Go the extra mile and exceed expectations, and your staff will likely follow suit.

2. Be patient

Explain to your staff that the most important elements of a customer service mindset are timeliness, the ability to listen and read nonverbal cues, strong verbal and writing skills, patience, and sound judgment.

Not everyone will excel in all these areas, so invest in customer service training when needed. It’s especially helpful to have people engage in role playing to learn the correct way to handle certain situations. You might even choose to do this periodically as a refresher on providing top-notch service.

3. Foster autonomy

Even if there are standard procedures in place, give your teams the autonomy to do more than what may be expected of them.

A customer has received a defective product?

An employee might let the customer know he’ll work directly with the person packing the replacement to make sure the one going out is perfect.

4. Use feedback to improve customer service

While no one takes pleasure in listening to customers vent frustration or complaints about your company, let employees know there’s an upside: People are giving them the chance to make things right.

Your staff can help to turn around the situation or, at the very least, provide empathy and action that diffuses the tension.

If your employees have had sufficient training, they can use feedback to improve customer service at your company.

5. Shine a light on leading examples

Be sure to make recognition a part of your organizational culture.

You can do that in many ways — from expressing gratitude and offering praise for a job well done, to giving tangible rewards, such as a bonus or raise.

The important thing is to show you value their efforts.

Customer Service Week every October is a good excuse to call attention to the importance of the people who serve your customers — but you should show your appreciation at other times, too, of course.

Contact Robert Half today to speak about your customer service hiring needs.