David Reed is a customer service process and training expert focusing on helping organizations of all types improve their customer service and process efficiency. Excellence in these two areas, along with creating a positive work culture, is required to be world class at delivering your product or service.
Recently David led a CCNG Town Hall discussion how creating a culture of exceptional service comes from excelling in the four cornerstone areas: People, Leadership, Processes, & Systems. The People area includes things such as how your hire your team members, train them, and coach them. The Leadership topic is obvious as I believe great customer service starts at the top. Leaders should demonstrate excellent customer service to both their employees and the outside customers. This includes holding employees accountable for treating customers with care as a well as getting out of their office to visit customers and understand how they use your products or services.
The Process area includes things like creating a complete customer feedback loop, case management tools and steps, and having a robust service recovery process. Even great employees can struggle if they don’t have good processes to support their work.
Finally, the Systems cornerstone includes things like having integrated systems and using a mature Customer Relationship Management (CRM system.)
Enjoy this video clip where David shares how success in each of these four critical areas will lead to creating a culture where your customers receive exceptional care.
