Shared Information for Customer Service Success
I was listening to Steve Odland (the Chairman and CEO of Office Depot) present at an event today and one of the things he talked about was how sharing information across the organization could lead to decision making empowerment and aptitude.
Odland said that if everyone at Office Depot knew as much as he did (in terms of cause and effects, how actions fit in with the rest of the company, etc.), the company would be much more cohesive and efficient. People could confidently make decisions based on the full picture and not worry about something they’re not aware of existing and influencing whatever they’re deciding.
This idea can apply to customer service as well. The more each of your customer service representatives knows about what is going on at your company and with your products, the better decisions they can make. If you trust they can make these types of good decisions, then you can empower them to actually make the decisions and take action.
Think about some of the ways you can share more company information with your employees. Send a weekly or quarterly summary about what’s been happening at your company. Consider having meetings with a couple of employees at a time where you answer questions and address concerns. Share your short and long term strategies with your employees and let them know what the management team is working on.
Things like this not only keep employees informed, but also helps make them feel more important and engaged with what’s going on at your company and most importantly, where it’s going.
Possibly Related Posts:
- How Customer Service Can Create Brand Ambassadors For any type of business looking to sustain itself past...
- Exam Room Flags for Customer Service If you’ve been to a doctor’s office in the past,...
- Customer service experience with Comcast I live in a community with a Homeowner’s Association, and...
- Customer Service in Layoffs Layoffs are obviously things that every company would like to...
- Customer Service: Better or Worse? The ‘50’s version of Dilbert was a very popular comic...
