How do you create a customer service culture that spans channels?

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Customers today expect consistent, personalized, and convenient service across multiple channels, such as phone, email, chat, social media, and self-service portals. But how do you ensure that your customer service team delivers the same level of quality and satisfaction on every channel? How do you create a customer service culture that spans channels and fosters loyalty and retention? Here are some tips to help you achieve this goal.

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1 Align your vision and values

The first step to creating a customer service culture that spans channels is to define and communicate your vision and values for customer service. What are your customer service goals, standards, and principles? How do you want your customers to feel after interacting with your team? How do you measure and reward customer service performance? Your vision and values should guide your team's actions and decisions on every channel and align with your brand identity and promise.

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Roxy West, CAE

Data-Driven Association Executive who helps associations figure out where they want to go (and how to get there)
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Get on the same page. What do you want your customers to feel when they interact with your association? How can you make sure they have a consistently awesome experience, no matter how they reach out? As the Cheshire Cat said, "If you don't know where you are going, any path will get you there." So make sure you know where you're going before you start walking! Once you know what you're going for, share your vision with your team and make sure everyone is on board.

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Hala Mahmoud

Training And Development Coordinator | Recruiting, Hiring, and Onboarding Employees
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I think we need first to : Read and know our customer needs? What channels we have ? Make good plan. Train employees how to rich customer satisfaction. This tips help me a lot and we did great last year.

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2 Train and empower your team

The second step to creating a customer service culture that spans channels is to train and empower your team to deliver excellent service on every channel. Your team should have the skills, knowledge, and tools to handle different types of customer inquiries, issues, and feedback on different channels. They should also have the authority and flexibility to resolve problems and exceed expectations on every channel. Provide regular training, coaching, and feedback to your team to help them improve their service skills and confidence on every channel.

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Michelle Martin-Donaldson

Customer Success Leader| Customer Success Manager | Onboarding, Business Reviews, Customer Relationship Management (CRM)
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Yes please training goes beyond the 30-60-90 day plan. Invest in workshops, empower the CS team to care, develop relationships and processes to create a easy to support and service your clients.

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Ray Webber

Triage Coordinator II
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Coming from a customer, a customer service representative and part of IT…the one call resolution! I hate when I call and I keep getting transferred, as a representative, when a customer calls in, do everything in your power to resolve any issues or fix an account to avoid a customer call back. Avoid escalations at all cost!

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3 Optimize your channel mix

The third step to creating a customer service culture that spans channels is to optimize your channel mix to suit your customer preferences and needs. Not every channel is equally effective or appropriate for every customer or situation. You should analyze your customer data and feedback to understand which channels they use, prefer, and value the most. You should also evaluate the cost, efficiency, and quality of each channel and allocate your resources accordingly. Optimize your channel mix to offer the best service experience for your customers on every channel.

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Josh Boock

Chaos Reducer | Head Coach | Director of Customer Support | Fractional Startup Leader | Hark Hero | Love+Work Leader
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I am looking at how I help the customer reach the right channel by bringing them in with context. I want to go beyond the customer needing to know the right channel for their issue. I am leaning into AI to help understand the context to apply the best solution.

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4 Integrate your systems and data

The fourth step to creating a customer service culture that spans channels is to integrate your systems and data to provide seamless and consistent service across channels. Your team should have access to a single source of truth for customer information, history, and preferences on every channel. Your systems should also communicate and synchronize with each other to avoid duplication, confusion, and frustration for your customers and your team. Integrate your systems and data to enable your team to deliver personalized and relevant service on every channel.

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Josh Boock

Chaos Reducer | Head Coach | Director of Customer Support | Fractional Startup Leader | Hark Hero | Love+Work Leader
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I wish this were as easy as it sounds. I would love to talk to anyone who has gotten the right business resources to make this happen

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5 Solicit and act on feedback

The fifth step to creating a customer service culture that spans channels is to solicit and act on feedback from your customers and your team. Feedback is essential to understand how your customers perceive and value your service on different channels. It is also important to identify the strengths, weaknesses, and opportunities for improvement of your service on every channel. Solicit feedback from your customers and your team on a regular basis and use it to enhance your service quality and satisfaction on every channel.

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Venkat P

HR MANAGER
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Customer feedback is mandatory or really necessary to understand the pulse of the customers.I feel its always a better opportunity to get a feedback from customers for better perception about what they exactly expect from the company they looking for the services.

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6 Celebrate and reward success

The sixth and final step to creating a customer service culture that spans channels is to celebrate and reward success. Recognize and appreciate your team's efforts and achievements in delivering excellent service on every channel. Share positive stories, testimonials, and reviews from your customers and highlight how your team made a difference on every channel. Celebrate and reward success to motivate and inspire your team to continue providing exceptional service on every channel.

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Hala Mahmoud

Training And Development Coordinator | Recruiting, Hiring, and Onboarding Employees
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I was very happy and grateful when the company celebrated and reward me as an employee of the month. I think appreciating what your team has done, is a great thing.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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CDR. Suman Kumar Chakraborty (Veteran) - Centre for Advanced AI_Practitioner

|ex-NDA|ISB Flag Bearer??|MTech-Gold??| |???Top 25 Exceptional Leader ?? in IT-2023| |Strategy|Innovation|Digital Transformation| |LinkedIn Top Voice ??|????Views personal??
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Customer Service culture across channels is a hub and spoke model where your ethics and service quality drives the end users. While one size won't fit all in the shorter run, what lasts is the process one has set from setting expectations to meeting them through a feedback loop which is closed and not open as one can measure outcomes. There are always lessons learnt and Body of knowledge created which are ready reckoners for the next implementation. The more one captures them with solutions the more we are close to using a TRIZ framework which is fault proof.

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How do you create a customer service culture that spans channels?

1

2

3

4

5

6

7

1 Align your vision and values

2 Train and empower your team

3 Optimize your channel mix

4 Integrate your systems and data

5 Solicit and act on feedback

6 Celebrate and reward success

7 Here’s what else to consider

Customer Service

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How do you create a customer service culture that spans channels?

1

2

3

4

5

6

7

1 Align your vision and values

2 Train and empower your team

3 Optimize your channel mix

4 Integrate your systems and data

5 Solicit and act on feedback

6 Celebrate and reward success

7 Here’s what else to consider

Customer Service

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