Keep that Customer Experience Mindset Going

Keep That Customer Experience Mindset Going. Image by created by the 31st Communications Squadron, USAF. www.sociallysupportive.com

Keep That Customer Experience Mindset Going. Image by created by the 31st Communications Squadron, USAF. www.sociallysupportive.com

Do you ever go to meetings or training classes with new, random groups of people and have to complete those ice breaker activities? You’re going about your day, getting “real work” done, and then you have to stop what you’re doing to go play silly games and interact with people? It can feel really uncomfortable to get into these new situations with these new people outside of our comfort zones. But these exercises tend to be effective tools to take us out of our current mindset, outside of our comfort zone and get us into a more open and relaxed frame of mind. The truth is that learning new things and working well in groups is an important part of our jobs.

I bring up these scenarios because customer service can feel that way. Employees that interact with customers are typically have “down time” responsibilities such as filing, sending emails and the like that they complete between customer interactions. If there is a slow period with few customers, good momentum can build on those offline tasks. The first customer that requires assistance can feel like an unwanted interruption just when progress is being made. That can create stress, and allow a mindset to creep in that taking care of customers is interfering with the ability for the employee to take care of the customer’s immediate needs.

It’s helpful for us as leaders to recognize this challenge from our employees’ viewpoint and to help provide tools for employees to remember to switch mindsets and remember to put the customer first.

Tools To Help Remind Employees That Customers Come First

  • Model Behavior – Model the behavior yourself by stepping up and happily taking care of customer issues prior to daily chores
  • Discussion – Point out opportunities you notice, and suggest alternatives
  • Display – post your customer service vision and goals where employees can see them.

See if some of these steps help improve customer experience for your company!

Keep Your Social Media Customer Support Staff Informed

Knowledge will make you free

Knowledge will make you free (Photo credit: tellatic)

You know that feeling when you are shopping for something, and you get to talk to an employee who has all the answers your looking for? And then gives you more information you didn’t even know you wanted? I love that feeling. I tend to buy more from people like that.

Informed staff can provide more than just information. They convey a sense of confidence and faith in the brand, and can put customer fears to rest. There are many areas of information that you can share with your team to ensure happy, trusting customers.

  • Product/Service Information – It’s critical that your team is fully knowledgeable on all product and service information and pricing. If your staff can’t answer questions on your own goods, it can cause a lack of confidence in the ability of the brand to deliver.
  • Mission Statement – A well-written company mission statement tells an employee many things, including the main goal the company hopes to achieve and an indication of the way in which the company hopes to achieve that goal.
  • Brand Voice – Each brand develops its own voice in the marketplace. Correctly training on the tone and tenor that suits your company will really help your team stay true to that voice. Consistent brand voice helps your customers feel confident in that brand promise.
  • Corporate News – Customers have easy access to plenty of news and information about your company. Providing that same information to your staff ensures they appear well-informed.
  • Insider Information – When possible, inform your team of changes before the general public is made aware. This allows them to keep their expert status.

These few steps can help your company look buttoned up and prepared to assist customers with all their questions and concerns. And, aside from creating confident customers, a great side effect is that your employees will feel confident too. That’s great for morale. So, ask yourself what you can do today to get your team prepared to answer the questions customers may be asking them tomorrow.