1. Ensure your employees are competent and knowledgeable about your organization’s products and service. Teach them where they fit into the big picture of your organization. For frontline staff positions, cross-train as much as possible, so employees can step in for each other and know the steps that come before and after them.
2. Educate employees to look through the lens of the customer. Show empathy and actively listen when the customer is explaining their needs and concerns.
3. Design processes to help employees deliver great service easily and that allow them to become heroes to the customer. Design processes that allow the customer ease of use and streamline their ability to buy from you.
4. Don’t let problems escalate. Solve any customer issues and concerns at the lowest, earliest level. Empower your employees to resolve issues. Teach and train them how to do this so they feel confident.
5. Every point of contact is an opportunity to build a relationship with a customer. Remind employees to make personal connections with the customer.
6. Always deliver on your promises. Do what you say you are going to do. No excuses.