“You say you want a revolution. You say you got a real solution. Well, you know we’d all love to see the plan”- Lennon/McCartney
OK, listen up generals and leaders of customer service builds for the world’s work force! The Beatles said it in that quote above. You need a plan. Got one? Well just in case you don’t or you want to add to your war chest of customer service training materials, here are the Top 10 Hits of things your customer service reps need to battle for when on the front lines!
It spells out like this…
Representation– Represent your company in a positive manner
Enlist- Every time you provide excellent customer, you enlist a new gust to your brand
Volunteer– Offer up ways to help the guest. Don’t wait for them to ask!
Olive Branch– Something wrong? Get that apology out ASAP soldier!
Loyalty- Excellent customer service means you have earned that guests loyalty
Unity– Remember there is no “I” in team but there is in “unity”
Tolerance– Everybody has a story, as a customer service rep it’s your obligation to listen
Invest– Go beyond what seems like your limits and you’ll succeed in maximizing your return.
Outflank– Go take a look at other customer service reps at the competition and be better!
Needs– Always gage the guests tone, demographic and use logic to lock in their needs
The Beatles knew something about Revolution. Of course not in the violent, burn the city to the ground and drown the village kittens kind of way but in the call to action of a better world and how we can just “get on with it” as Lennon once said.
So, here is your homework. Let’s get this on the record: I’m giving you permission to cut and paste this REVOLUTION list, this tactical manifesto, and use it to guide your customer service teams. Heck, make posters of it and get a little creative. But most importantly, LEAD the REVOLUTION! It doesn’t matter if you’re a call center, restaurant, online customer service trouble shooter or a guy who has a hot dog stand that sells questionable links of meat and its mysterious origins.
Now gear up leaders, rock and rollers and start the REVOLUTION. I’ll catch up with you after my man-pedi appointment at 3:00.
And So It Goes…