4 EXCEPTIONAL CUSTOMER SERVICE TIPS FOR CEOs

4 EXCEPTIONAL CUSTOMER SERVICE TIPS FOR CEOs

Happy Customer Makes For Great Client Retention

To be exceptional is to be outstanding; it means to do more than just what is expected. Customer service is simply the attitude that you as an organisation display towards your customers that will make them to not just come back for more but insist that their contacts do business with you.
Here are 4 Exceptional Customer Service tips for CEOs that will help your organisation enjoy customer advocacy:

1. The CEO is the customer service champion – More often than not, organisations consider exceptional customer service to be the responsibility of front-line officers. This is a ridiculous display of the depth of ignorance of the meaning of customer service. Customer service must start from the top for it to be sustained; the business owners must show great examples of what exceptional customer service means to their employees. Empathy, respect, humility, speed, knowledge, integrity are all the elements of exceptional customer service. If the CEO dehumanizes his employees by his utterances and attitude, as is witnessed in many organisations today, it will not be strange to find the employees terrorise customers. The leaders of an organisation set the tone in the environment, so if they display an attitude of arrogance, insincerity, lack of empathy and lack of professionalism then it is very easy to imagine what the customers should expect from employees.

Customer service must start from the top for it to be sustained; the business owners must show great examples of what exceptional customer service means to their employees.

2. Build Strong, but Flexible System – Building a system entails that tasks are carried out in a prescribed way with or without the CEO but also leave room for employees to improve on aspects that are limiting operations almost in real time. The system should be flexible enough to support “going the extra mile”. Some organisations operate very rigid systems that it is almost impossible for employees to use their initiative to take on-the-spot decisions that might increase sales and enhance customer loyalty. Many Limited liability companies still operate as Sole Proprietorships because the CEOs must be involved in every simple decision. Employees are given responsibilities without the corresponding authority to carry out such responsibilities and when the CEO is unavailable to authorize a harmless decision; transactions are stalled and customers are dissatisfied.

Many Limited liability companies still operate as Sole Proprietorships because the CEOs must be involved in every simple decision.

See Also: Traits Most Successful Business Owners Have In Common

3. Encourage Creativity by building company wide Trust – Lack of trust kills creativity. When the CEO does not trust that his employees will act in good faith, even when they make mistakes, it is almost impossible to get the best from them. In the course of my interaction with employees of various organisations, I’ve heard them express their reluctance in suggesting ways to improve productivity because the CEOs think that there would always be a personal gain for every suggestion. The truth is that as a CEO, you can never be a hundred percent sure of anyone’s true intentions, all you need is a system that can effectively check employees’ excesses. Businesses that encourage creativity outperform those that don’t.

hen the CEO does not trust that his employees will act in good faith, even when they make mistakes, it is almost impossible to get the best from them.

4. Poor employee development – It is difficult, if not impossible, for people to give what they don’t have. It is strange that business owners invest so much in their businesses in terms of: physical structures, locations, technology, furniture, ambience, security, vehicles and partnerships but maintain very low or no budget for staff training. They are often worried that when they invest in staff training, the staff leave the organisation sooner or later. The irony is that these CEOs probably left an organisation to start their own business and are thriving thanks to the training they received from their former employers. My advice is that a well-trained staff will add more value to you in six months than a staff who is not trained will in two years. When your staff are well-trained and they become stars, even if they leave, they will carry your name everywhere they go. This will strengthen your brand and you would have left a solid legacy.

My advice is that a well-trained staff will add more value to you in six months than a staff who is not trained will in two years. When your staff are well-trained and they become stars, even if they leave, they will carry your name everywhere they go.

See Also: 5 WAYS TO SET UP YOUR NEW HIRES FOR SUCCESS

Exceptional customer service should start from within and it must start from the top; it has to be a culture and not just a mere activity. CEOs must practice what they preach otherwise those nicely framed organisational values lining the walls of their offices will become mere decorations.

About the Author

Noela Ugwu
Noela Ugwu is the Managing Consultant of Ben&Christy (Image Consultants & Trainers). She helps individuals and corporate organistions achieve a level of outstanding performance through her training programmes. www.noelaugwu.com