Help Your Customer Service Staff Get Past "WHYB"
A dedicated campaign to improve the customer experience at car-maker Mercedes-Benz offers lessons for all service professionals.
(Mountain Lakes, NJ, May 5, 2016) — Mercedes-Benz USA is one of the most valued and recognizable brands in the world, yet it too has found that it has to make an effort to ensure that its customer experience lives up to those brand expectations.
Joseph A. Michelli, organizational consultant and author, worked with Mercedes-Benz to map out and improve that customer experience. He reported on his findings in the book, Driven to Delight. And he recently spoke to The Customer Communicator newsletter about lessons the Mercedes-Benz experience offers all frontline customer service reps.
One of the many strategies he shared is the "WHYB" process, which aims to eliminate barriers to delivering consistently excellent service.
Reps were asked to complete a "What’s Holding You Back" form which allowed them to identify and challenge both personal and organizational barriers.
The information collected was used to create individual action plans, to develop new training agendas, and to suggest changes in organizational policy and protocols.
And as editor Bill Keenan points out in The Customer Communicator, anyone, at any level, can start their own personal WHYB process.
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.