In this season of giving, many C-Suites examine the value companies provide customers, and at the heart of that is the client service department. What makes this department successful? For starters, they must be fully committed to the consumer experience. Encouraging this mindset positively impacts all areas of a business, a necessary focal point for every C-Suite executive. They also need to be equipped with the proper tools and training that encourage top performance and allow room for growth.
But with such influence on customer satisfaction also comes a unique set of hurdles. Many client service reps, often working their way up the corporate ladder, feel overworked and underappreciated, leading to poor performance that seeps into other departments. It’s up to company leaders and team managers to maintain enthusiasm and job satisfaction, especially since 76% of reps say their service is heavily influenced by how much they feel valued by a company.
How can you ensure you're doing the very best to support these impactful employees? Here are five ways to support your client service reps:
Create Resourceful and Efficient Strategies- Putting out fires is never fun, but companies that work quickly and offer the most useful problem-solving usually exceed the competition. Spend time analyzing how your organization addresses customer service issues, then follow through on making the necessary changes to improve your management strategies.
Make Your Business Stand Out- When customers think of your business, what’s the first thing that comes to mind? If superior customer service isn’t at the top of this list, it’s time to re-prioritize this area. Your goal should be exemplary value and service. Sam Walton, the founder of Walmart, once summed up his business philosophy like this. “The goal of a company is to have customer service that is not just the best but legendary.” Because if you're not memorable (or legendary) it's too easy for a customer to bring their business elsewhere.
Prioritize Problem Solving- Your client service division should be problem solvers and offer solutions, not just serve as a call center. Their success, as well as yours, depends on their ability to resolve customer issues and answer various inquiries as efficiently as possible. Invest in the necessary training to help meet these goals and strengthen their skills. Empower them to think fast on their own, saving time and resources that can be better allocated in other areas
Integrate Them In Daily Operations- Include your reps in meetings, updates, and any ongoing projects. Aim to have them feel involved and an integral part of the team. Doing so cultivates a sense of ownership of their accounts and allows for the highest level of customer service.
Promote Incentives- To provide the best service, you need the best team. And to develop and maintain an A-team, they'll need a good reason to stay with the company. Satisfied employees mean satisfied customers. A tangible goal structure and adequate feedback will help service reps feel valued, recognized, and appreciated.
The actions and attitudes of corporate leaders influence an entire company's culture. The client service experience, and how employees approach it, is in your hands. While cliché, they say “It starts at the top” for a reason. Continuous support, mentorship, and guidance are invaluable to the entire service department.
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