July 9, 2018
Estimated Read Time: 5 Minutes
Customer service is something that every person has dealt with in some form. Whether you’re checking out at the grocery store, talking to your local TV provider on the phone, or simply saying hello to the mailman, we all have dealt with customer service one way or another.
Some people may think customer service is not a big deal but actually customer service is such an important piece to a business that it can make or break it. Having a good customer service team is something every company needs- you want to provide the very best customer service for your brand and your people, so therefore you want to have the best people for the job.
Sure, we are not all good at talking to people, but ever heard of “faking it till you make it?” There are many companies that do really well in everything else but seem to lack in customer service-which seems ironic because shouldn’t they want to be on their A game? I would say so. Customers are what make companies grow. Without customers, where would companies be? How would they stay afloat?
When it comes to customer service; there is a surprising department that can have a huge effect on success-Human Resources. We tend to think of customer service as an external approach to dealing with customers and clients, but what about internal clients?
Customer service is a huge piece of Human Resources (HR) because HR is usually the internal face of the company. HR deals with people on the daily and they are the people that are the first face most people see when they start a job and when they leave. HR is essentially a customer service department relying solely on its employees who are in fact HR’s customers.
HR can deal with employees in many forms, such as over the phone, through email, perhaps over a Skype or video call, and in person. They are the ones handling the issues that employees may have and try to meet everyone’s needs while still maintaining the positions of the organization. It is a hard job for some, but maintaining that customer service and always trying to stay in a positive mood will really go far in a company. Some people don’t give HR a lot of credit, but handling their internal employees and potential employees while trying to make sure everyone is being taken care of is a lot of work and trying to smile through it all is just the cherry on top.
So how do you keep smiling? How do you keep going when Stacy is yelling at you on the phone about something?
One thing that a lot of companies have is mission statement which helps push the employees to live by a certain guideline and make sure to keep everyone accountable. Here at Validity, our Client Care team, which deals with our customer service, lives by the mission of the word “Every.” Every call, every email, every question, every service, everything that a client may need help with or may talk to a Client Care member about, needs to be treated with the utmost respect and given the best customer service.
It’s a hard job to do, let me tell you. Hearing someone yell at you on the phone is hard to respond to with respect and courtesy, but in the end, you just have to do it. The customer always comes first and that has been something Validity has strived for since we first started. The customer may not always be right, but the customer does come first in every aspect and situation of our job. Exceptional client care is the root of everything we do.
Try to come up with your own mission statement or your own values that you live by and make sure everyone is onboard with them. Having a policy in place, it is easier for you to reference and go back to when a situation arises and you are unsure what to do. Realizing and understanding that the client comes first and the fact that you would want to be treated the same way if you were in that situation is something everyone needs to be aware of.
Another item that you could try with your employees and your HR team is to test everyone. Maybe practice calls or appropriate emails and learn how to deal with situations that could arise. I know it may sound silly, but it could actually help you become better at emailing people and even a better speaker on the phone. When I first started here I really didn’t have any good email skills or phone skills. Practicing it does make you better and you begin to pick up traits and do things that your former email self didn’t do.
Email is something I always try to put a lot of effort into, even if it’s just a one sentence reply. I always try to add something humorous or something light at the end of my emails just to brighten someone’s day. It goes a long way. People remember emails, and keep them too. If Bob pulled up an old email you sent him a year ago, and he sees your nice note at the bottom or that you said “Good Morning” and asked him how his day was, he would remember and appreciate that. It’s the little things that count, remember that.
Something that your employees could do for your HR Team is the completion of customer service surveys and figuring out what is working and what isn’t. Doing a simple survey for your clients or your internal employees could really help make your customer service all around a lot better. Validity just started doing something like this with our clients by sending a survey on how our service is and what could be different and what needs improving. So far it has really helped us narrow down what we need to focus on and improve in our company. You can also do it for your internal employees such as what they don’t like about the company. It could be anonymous too, because there might be some people that don’t like going to their boss or HR about something so they would rather provide anonymous feedback
Getting feedback from your employees and from your clients is always good and can really help your business grow and make sure you are staying on top of everything. You might be surprised what people say about your customer service and your business.
Having good customer service is such an important aspect of a job and can really affect a customer. Personally, I always remember the bad customer service I have dealt with, but I also remember the really amazing service too and it makes me want to go back so I can experience that again. Chick-fi-A, ring a bell? If you haven’t been to Chick-fil-A, first I urge you to go and try their food, secondly I want you to notice the way their employees greet you, how they take your order, and overall their mood while you are there. It is quite extraordinary, and who knows you might even learn a thing or two.
Whether your customer service is good or even great, there is always room for improvement. There is always something more you can be doing to better serve your clients and your employees. Just remember the next time you pick up that phone or respond to that email, keep in mind the person on the other end, and how you could brighten their day just a little more.