Customer Service Reps Become "Listening Posts"
John Goodman of Customer Care Management & Consulting recommends that reps get more involved in providing customer feedback for customer improvement efforts.
(Mountain Lakes, NJ, January 27, 2017) — Earlier this month, five leading service experts shared their insights into the coming changes in customer service and the role of the customer service professional.
Writing in Customer Communicator newsletter, John Goodman of Customer Care Management & Consulting, reminds readers of their unique role as the eyes and ears of the organization.
Even as automation and self-service become a bigger part of the service experience, reps need to be involved in providing feedback to management for continuous improvement efforts.
"Part of the rep’s job is to be listening, and continuously asking, ‘Why am I getting this call?’" he says.
But for this to work effectively, managers must set up an effective input mechanism. It might be as simple as an email box that reps can use to report a recent customer difficulty or other snags in the system that come up.
Goodman adds that you also need someone to handle those notes as they come in and to make suggestions for internal improvements.
The final step in the process, Goodman says, "is to provide feedback to the frontline on what you are doing with their customer feedback — even a short note that says, ‘Here are three things that we have done this month based on frontline input.’"
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The group’s materials include The Customer Communicator newsletter, training guides, DVDs, and Customer Service Week celebration materials.