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Don't Forget About Customer Service When Managing Growth

Posted by: Rod Kurtz on January 15, 2008

Amazing customer service can be the crux of business growth. As businesses gain additional customers and grow, they are often faced with expanding customer service hours, adding additional language support, and hiring more people all in an effort to consistently exceed customer expectations.

Here are several tips to help you effectively expand your customer service, and your entire organization along with it:

• Hire good people. Look for employees who have good problem-solving skills and are enthusiastic, friendly, intelligent, and empathetic.

• Invest in customer service training programs. Provide ongoing training that focuses on role-playing scenarios and other types of customer interactions.

• Empower and reward employees. Give employees the power to make decisions even if you are not around. Define customer service guidelines so employees have a baseline from which to make their decisions. Most importantly, reward the behavior that you want repeated.

• Get customer feedback. Ask customers how you are doing, and listen with the goal of employing their feedback.

Todd Crosland
Interbank FX
Salt Lake City

Reader Comments


January 16, 2008 5:50 PM

No! When managing growth the correct thing to do is outsource customer support to the other side of the world. Your customers' needs can all be categorized into maybe 4-5 paths through a script, and low-cost call center reps a world away can be time-shared with other companies. All you need is a clear label on the top of your company's script so that they know which script to pick up.

I'm being facetious, of course. I agree 100% with the author, having good customer service will naturally lend itself to viral (word of mouth) marketing. When you offshore your company's voice, you will likely reap what you sow (ask Dell). If pinched for customer support, rely on web self-service more to help alleviate bottlenecks.


January 17, 2008 4:13 AM

As a customer service person we should stand and think from the customers point of view, then every problem will be solved. We should be flexible and all the customers thinking is not in the same way, so we must act accordingly.

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