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How to Stop Playing Customer Service Whack-a-Mole

Customer Service

Whack-a-Mole is hilariously fun at first, yet it quickly becomes tedious and repetitive.  Just imagine having to play it for a living.  If you manage a customer facing team or function, that’s what you may feel you’re doing when dealing with customer service issues.  You run from one problem to the next, stopping just long enough to apologize or extend a goodwill credit before dashing to the next fire.

If you’d like to stop playing customer service whack-a-mole, consider using “continuous improvement,” a management method made common by Toyota and other manufacturing companies to help identify, fix, and prevent production errors.  Continuous improvement works on customer issues, too.

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Effortless Customer Experiences Aren’t Possible Without This Key Ingredient

Effortless customer experiences help trust

Imagine for a moment you run a package delivery business.  Now picture what the most effortless customer experience might look like.

I’m willing to guess your vision includes a simple, mobile friendly online system for customers to schedule pickup, track delivery, and pay.  Just push a button.  Consider it done.

I’m also willing to guess your vision doesn’t include the customer inspecting every inch of your delivery van, then insisting to drive it.  That’s your job, right?!

Yet this is what happens when trust is lacking in a business relationship.  If your customers do not trust you, their experience will be far from effortless.

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What It Takes to Make a Loyal Customer

I recently had the opportunity to visit one of our client’s service and sales location.  I particularly wanted to meet the team at this agricultural equipment dealer because of their sound performance on our survey program.  After spending several hours there, I came away with several observations.

First, they have designed their processes to actually serve customers.  Second, employees appeared quite engaged in what they were doing.  Lastly, there was a palpable sense of pride in what they were doing.  The visit provided many insights into how to deliver excellent customer service.