While on a client engagement, I could hear customer service personnel repeatedly apologizing to customers. When asked why, they informed me of a scenario where customers make purchases and are promised a 24hr installation of the product by one department, when in fact, the department in question had no idea if the promise could be met. The customer was stuck in the middle between the sales department and the installation department. It's important to remember to make sure your customer's experience is as seamless as possible. Let's look at a few ways to accomplish this feat.
Establish Customer - Focused Policies
When developing policies and procedures for customer service personnel to follow, it's important to remember to get their input. After all, they're being held accountable for both adhering to the policy and providing a great customer experience. They know what drives the customer crazy about your company's policies and procedures. For instance - if your company has a product return policy, be sure to take into consideration how this will impact both customers and customer service personnel. Will you allow returns for specific reasons? Make sure the customer is fully aware of your return policy when they make a purchase. If your customer purchases your product online, make sure that your return policy is prominently displayed on the page where the purchase is completed. Will you allow blanket returns - or in other words - can they just bring it or send it back for whatever reason? Think about this - Do your policies make sense? Are they easily understandable by customers? Will they encourage repeat business? Will they incent customers to refer your company to potential customers? These are some issues to consider when developing policies and procedures.
Create Employee Autonomy
Often times the customer ends up in the middle of your policies when customer service personnel are not provided with the power to make decisions. When working with a hospitality client recently, it became apparent that front desk personnel were not equipped with options to deal with a variety of situations they faced when dealing with hotel guests. After about 15 minutes of identifying issues which required they contact either the hotel general manager or assistant general manager, we were able to create options that could be utilized without the need to contact anyone. The front desk personnel were visibly relieved upon the completion of this exercise as they could now feel good about their ability to make decisions that were both good for guests and for the hotel. Give customer facing personnel options that can be executed autonomously. It's a good idea for both customers and customer facing personnel.
As mentioned at the beginning of this article, it's of the utmost importance to make sure that there is good cross functional communication within your company. Make sure that everyone understands how their roles impact other employees, departments, etc. Your customer need not be caught in the middle due to poor communication within your company. The goal should be to ensure that the customer receives a great experience. This requires setting customer expectations that are achievable by personnel who will actually perform what the customer requires. When developing policies and procedures that impact customers, remember to get input from all departments that contribute to and or participate in the process of providing a great customer experience. As my Dad used to say - "Everything you do affects someone else. You do nothing in isolation." One should never hear this statement from a customer - "It seems as though you all do not communicate with each other there." If you do, it's an indication that you probably need to work on improving internal communications.
Well, there you have it. In order to make sure your customer is not "stuck in the middle", be sure to Establish Customer-Focused Policies, Create Employee Autonomy and Communicate Internally. Doing so will lead to both great customer and employee experiences.