Customer Service Trends ID'd for the New Year
January 13, 2015
Whether talking about retailers or call centers, companies all over the world are starting to see just how important it is to improve customer service ratings. Some companies have managed to make a career out of bringing up their customer service ratings. Other firms are still struggling quite a bit and still others are somewhere in the middle. Those in the middle are looking for the magic bullet for when it comes to bringing up those ratings.
When it comes to improving customer service, the silver bullet isn’t actually that big a mystery. As TechNewsWorld points out, the solution is making sure your employees have been trained in such a way that they understand the importance of customer service. According to the website, Bruce Temkin, the managing partner of the Temkin group, has identified eight customer service trends that are going to be very big in 2015.
Temkin said the eight trends are Corporate culture conversations; CX training and engagement; voice of the customer; renovations; mobile formulations; brand revaluations; customer journey deliberations; contact center loyalty aspirations; and human resources participation. Temkin points out that none of these areas are ones where the employees are going to come in knowing what to do in all regards. Rather, companies are going to have to train their workers in these areas. This also means that the leadership team that is putting the training in place understands the importance of these anchors.
Leadership needs to understand why these are important because it is the only way the training will really take. This makes sense when you consider a leadership team that supports training is going to reinforce that training more often than not. Knowing exactly how a company is doing is going to take some time, too. Customer feedback is one metric that quite a few companies are finding out isn’t all that reliable these days. The best way to really see whether a company is succeeding in upping its customer service is by looking at results over the long run. This takes patience, but it pays off.