Obsessing about Customer experience with a few employees is one thing, but if you’re looking to scale, focus on creating a structure that allows your employees to deliver a meaningful customer experience.
In reality, that’s easier said than done. Creating structure that allows employees to give a superior customer experience consistently and maintain that level of excellence in scale is a big undertaking.
If you ask most company leaders they’ll tell you they want to give a great customer experience. Employees also want to give a great customer experience. Lets face it, we’re all customers. The thought of treating others as we would want to be treated is great. So why do companies fail so miserably so many times?
We’re not all the same.
Yes, the end goal is we all want to feel good/satisfied interacting with a company, but what we consider good/satisfied is not necessarily the same for another person. What motivates one person does not necessarily motivate another. What one wants, isn’t necessarily what another wants. There has to be different ways of helping people in order to achieve the ultimate goal of customer satisfaction, or as we say here at GuateCall, “Meeting and exceeding expectations.”
Creating a great product or offering a certain service takes time, effort, training, fine tuning and constantly looking for ways to improve. Creating the customer experience we want to deliver takes the same amount of consistent planning, training and effort. The kicker is most companies are good at bringing a product or service into the market. They may be good at promoting and selling the product and even servicing the product, but as the company grows there is a strain in management’s time and so most of the energy is placed on sales and marketing. Customer service or experience is usually left for people to patch together as a reaction to growth needs. Usually this patch has a general training, key metrics that need to be hit and a QA system that rewards or punishes the customer service representatives based on adherence to key elements of the interaction with the customer. As customer complaints rise, CSAT scores and other measurements are added. More reward and punishment naturally follows and at this point the customer service representatives are more interested in reaching their bonus and protecting their job than they are delivering a great customer experience.
Being customer focused is no different than bringing products or services to market.
- It takes effort.
- It takes time.
- It takes a commitment to excellence.
- It takes building a culture that encourages the customer experience to be a priority.
Most companies do not have the level of experience or staffing necessary to create such an environment.
Outsourcing to a company that specializes in creating the customer service experience is a great way to increase customer satisfaction while continuing to focus on what the company does best. At GuateCall, we have years of experience delivering superior services. Our team will work hand in hand with yours to create the processes necessary to become a seamless part of the organization.
This article is written by Perry Silber. Perry Silber is one of the founders of GuateCall. GuateCall is a nearshore contact center located in Guatemala Central America / Latin America. Our location allows us the ability to increase our service levels while still being priced competitively. If you would like to learn more about our call center and its bilingual English and Spanish services in voice, chat or email, reach out to me at 713-474-2222 or by e-mail firstname.lastname@example.org .