The New Rules of Customer Service
- Create a stress-free environment for both employees and customers.
- Offer training and development opportunities for employees.
- Improve management by specializing in innovation and creation.
- Establish multiple communication channels.
- Encourage discussions with clients.
- Focus on the unsatisfied buyers as well as the satisfied ones.
- Make the client feel like a partner.
- Make the experience easy for the customer.
These new rules increase the loyalty rate of the client because more than 80% of customers affirm they’ve had a good buying experience when they are treated in the right way. Besides this, it affects employee job satisfaction because they are trained to speak correctly and in a more positive way, combining friendliness with professionalism. As a result, employees are treated with respect by both management and customers; they now feel appreciated and involved in their work, and clients also feel they’re being treated well. The new rules leave space for education and development. They encourage progress.
The results of the new rules in customer service are:
- Reduced stress and frustrations for buyers and employees
- Opportunities for career development
- Positive motivators such as appreciation and care
- Efficient and flexible management that adapts quickly to new situations
- Increased employee job satisfaction and self-esteem
- Increased customer loyalty and chances to win new customers
We can see that this new perspective on customer service influences a company at both the management and employee levels. With these new customer service theories, the three layers (client, employee and management) are not separate but constantly interconnected.
Putting this into practice is not that easy, though. There are many factors that contribute to creating rules for your company, and these rules will likely be unique to your company depending on your industry, hierarchy levels in your company, number of employees, and target market. Especially when it comes to target market, your whole management structure has to adapt to the profile of the customers. In order to better observe how different target markets influence the management structure and the cultural behavior of a company, we will look at the distinction between B2B (Business to Business) and B2C (Business to Customer) relationships.