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Increase Personal Accountability in the Service Center

More and more companies are attempting to create a culture that focuses on the customer — on “wowing” the customer, “delighting” the customer, or simply doing right by the customer. But what many of these efforts overlook is that, for any type of customer-centric culture to be a success, it has to include a big dose of personal accountability.

(Boonton, NJ, May 2, 2014) — Walk into a typical break room of 20 people and ask what they believe “accountability” means, and you will get 20 different definitions.

For Julie Miller and Brian Bedford, the answer is simple and powerful. As organizational leadership consultants, they define accountability as “a personal willingness, after the fact, to answer for the results of your behaviors and actions.”

In the May issue of Customer Communicator newsletter Miller and Bedford discuss the importance of personal accountability for everyone on the customer service team.

Many of the steps to accountability that they recommend come naturally, but in the course of a hectic day, or without good personal systems, problems can crop up. For example, the authors have found two areas where things are most likely to go wrong in the service center.

The first of these is “customer service people who don’t do what they say they are going to do,” Miller and Bedford say. “For instance, when a customer service rep says, ‘I will get back to you on that,’ or ‘I’ll make sure the subject matter expert calls you,’ and that is the last you ever hear from that rep.”

A second way that customer service reps often go wrong, is by trying to cover up, or trying to blame errors on somebody else — on another department, for example, or even blaming the customer.

In the May issue of Customer Communicator Miller and Bedford provide strategies for enhancing personal accountability as well as for coaching, training, and hiring to create an accountability culture.


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 Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.

Website: http://www.CustomerServiceGroup.com


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