Some businesses and organizations believe that their only responsibility is to offer the product or service. The thinking may be that when you build it they will come. Is there something more? What is your customer service responsibility?
You can make a plan. You can give it timelines and milestones. Perhaps you will chart it, graph it, and measure its effectiveness. You can tell everyone on the team the proper behaviors, update them on policy and procedure, and question them on their understanding. Will that make it happen?
The easy (and safe) answer is that it might. Many organizational leaders still struggle to understand though why the ball gets dropped.
Choices and Actions
Everything thing we do every day is about choice. Employees will come to work by choice. They’ll choose their mind-set, behaviors, and actions. There will also be ground breakers, rebels, and rule testers. We know that the trick is to have the right people, but is there something else missing?
What may be missing is the right culture. It is all about the culture. Tradition, the atmosphere, and the organizational climate guide every rule, decision, action, behavior, reaction, and opportunity.
The first question to ask isn’t how well the people are trained, it is probably better to be asking about their readiness. Is the entire organization ready to be responsible for the customer experience? Not just the front line, not just sales, or the department we fondly call customer service, everyone.
Customer Service Responsibility
What makes a difference for the customer experience is when the right people are on the job, the training has taken place, and the culture of the organization is ready.
Ready for what you may ask, ready to take responsibility. You can plan for a large possibility of customer interactions. Building the product is important, establishing the workflow matters, and every touch point represents a chance to set the standard.
Regardless of the business sector, it all matters. The decision to act, to be a part of the customer experience, to engage, connect, to share, and especially to lead is the opportunity.
It is all there, ready to be taken. Many people will follow the model. The model exists within the culture. Cultures don’t build models, models build culture.
Become the (role) model, it is an opportunity, but more than that it may be your customer service responsibility.
Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.