Lesson 1: Never forget the point of a customer service centre
What we must never lose in a people business is humanity. It’s not just about profits and performance.
Lesson 2: High quality advisors need help and support
We can’t have anarchy in a business though, so procedures, processes and rules are inevitable. Advisors finding themselves in difficult customer service situations are frequently bound by rules.
However, procedures must be flexible enough to take account of individual situations. If you can’t, you’ve lost the battle for a positive customer experience before the first call arrives at the headset.
Lesson 3: Processes need flexibility, escalation and discretion
Processes, procedures and managers must support advisors in a framework that allows them to make intelligent decisions, based on their training and the customer’s circumstances.
- Give them rules and limits in which they can act.
- Give them support when they need to escalate difficult situations.
- Give supervisors and team leaders additional limits within which they can act.
- Escalate anything serious and above this to senior management, promptly – if not in real time.
In the age of social media, customer service reputation matters
Social media will extend the publicity around this appalling case across the world. Is the impact of this publicity going to cost Jestar more than the $350 this process was aimed to protect? You bet it will.