As a manager or trainer you have a great deal of responsibility when it comes to quality control within your organisation – both as it applies to your product and as it applies to your customer service team. As such, it’s important to recognise that a large majority of the errors that occur within your organisation go unreported and if they are not caught early you may have a rather large problem on your hands when they finally are uncovered.
So why aren’t those errors being reported? There are really two main reasons.
First of all, there are not very many people who care enough about their organisation, or anyone else’s organisation, to take the time to report an error that could be easily corrected. It’s a little bit sad, isn’t it? The average person simply won’t take a few minutes to pick up the phone, walk down to your office, or shoot you a quick email. They will see the error, acknowledge the error, walk away from the error, and forget about it.
The second reason is because the individual who catches the error feels it is insignificant OR feels that if he is the person to bring it to your attention he will be blamed and/or punished. These individuals feels it’s easier and, in some cases, safer to keep their mouths shut and let the errors continue in order to avoid unwarranted blame. Though I must add that if you suspect this is the reason your employees don’t point out errors you should really take a step back and review your management skills. Your employees should never be afraid to approach you, especially if they’re doing so in order to point out a problem that may have a negative impact on your team’s overall performance.
So what’s the resolution? It’s really up to you but you need to make sure your employees know they can approach you at any time without fear of retribution. The earlier an error is identified the less it will cost you (in both time and money).
What do you do when a customer calls to ask you for help or information? Do you merely give him what he asks for and end the call?
I’d venture to guess the answer to that question is YES.
Is that really the best level of customer service you could give, though? Is there anything else you could do to make your clients happy?
The honest answer to this question is YES as well.
The problem is that you don’t know what you could be doing simply because you haven’t bothered to ask.
There are three questions you should ask your customers. You don’t have to ask them daily, weekly, or even monthly. Once or twice a year survey your customers and get an idea of what they expect, what makes them happy, and what they wish you were doing better for them. Ask these questions:
The answers to these questions will prove to be incredibly valuable. What you do with these answers is up to you, but if you take a proactive approach I think you’ll find that your client’s view of your customer service levels will increase dramatically!