Customer Loyalty Newsletter - Feb 2019

CUSTOMER LOYALTY | FEB 2019 | ISSUE 28

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How to Keep a Customer Service Program Alive -An Article by Lynn Daniel

I have spoken with several clients over the past few weeks about how to “keep their customer service improvement process” moving forward and alive. They have been at it for several years and perfor- mance has plateaued. What were my ideas on getting new life into the program?

Here are some of the suggestions I made:

-Start with your employees. Do they really understand what the company desires to achieve from improved customer service? Have you defined what’s in it for them (e.g., a more pleasant work en- vironment, potential for more loyal customers, perhaps better raises)? Have you defined what’s in it for the customer if service is improved? I notice that many clients may do this once, perhaps twice and then assume the messages are ingrained. They are not. You need to continually remind and refresh.

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