The Customer Care Bond

The brand is your reach to your clients.  So often, they know your company by what it stands for as much as what products or services you sell.  For instance, there are lots of products that McDonalds sells, for instance.  People only know a few staples- plus, they know McDonalds!  Your customer service department is your extension of the brand.  It really does drive the relationship between your organization and your customers.  What the customer service department does to and for your customers can easily accentuate – or sink – your brand.

Here’s what Call Center Today looks at when assessing and then building the right customer service department for your business. We take into account call center practices, of course.  But, we also think deeply about how the customer service department represents your business, and powers your brand, to your customers.  It is not just the tactics of customer service.  It is the strategy of how the customer service department drives the brand experience, so customers feel valued, warmly acknowledged, and eager to interact with your customers again.

1.  The scripting – how the customer service department relates to your customers, the words and sounds and roadmaps.

2.  The customer service training.  How the people in your management ranks powers the agents to excel.  This could mean how they power scripting and service training.  Or, actions, processes and technology training. Anything to do with customer service training.

3.  The customer service leader.  Who is the one person within the organization who leads customer service.  This person controls the customer service functions.  There can not be management by group.  There needs to be a customer service leader.

4.  The on-going customer service touches.  When a customer reaches out to your organization a series of steps needs to begin.  Perhaps a warm email of thank-you, followed by a strong text or social chat.  A regular letter with a compelling reason to cal your organization should be automatically processed via your technology systems.  Use multiple touches from the contact center to drive customer service brand.  Let them know your company is aware, and alive, engaged to communicate.

For more information on Call Center Today, and our consulting and training programs, please contact us at 888-835-5326 x111 or email MyCallCenter@CallCenterToday.com. Visit us on the web at www.CallCenterToday.com.

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Visit Call Center Today At Society of Human Resources Management Conference

The big HR show is June 27-29, 2010 in San Diego.  Please join Call Center Today as they exhibit at the Society of Human Resources Management Conference.  To schedule a visit with the Call Center Today team email MyCallCenter@CallCenterToday.com.

We have done so much work with the HR side of the world.  Human Resources directors hire Call Center Today to help build the right strategies for their organizations contact centers. The training, hiring, quality analysis, management development, strategy and evaluastions, and of course phone training all are so important, and HR is often times the driver to build better training, on going training, management development, and culture program, related to the call center.

We are working right now on several deep call center programs, engineering better customer service departments, for two client organizations. And in both cases, the human resources managers drove the process as part of their focus of building better run call centers. The HR department and Call Center Today are teaming to create a better call center operation.  It is great stuff!

For more information visit Call Center Today at www.CallCenterToday.com.

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