One goal of a quality customer service department should be to prevent complaints. How to do this? The following three steps are a start:
- Top executives set the tone and expectation by putting forth customer-friendly/customer-focused policies throughout the organization.
- All personnel involved directly with customers are trained, not only on company policy, but also on communication skills. Skills such as listening, asking appropriate questions, providing enough information to the customer to encourage the customer to engage. Skills related to the how of communicating as well as the words.
- Staff members must believe that they have a stake in the success of the business. They must be shown through recognition programs, peer appreciation programs and the occasional pat on the back by the executive that their efforts are noted and appreciated.
