Three Steps to a Best-in-Class Customer Service Team
Wolters Kluwer’s Lien Solutions recognition of Customer Service Week continues with a story about strong communication: The most successful organizations go to great lengths to ensure that the right tools, training and workplace environment are in place to create a communicative and collaborative customer service team.
Customer-focused organizations realize that it’s their service team members that matter most in delivering the type of customer experience that builds trust and loyalty. And, because excellent customer service can make such an impact, the most successful organizations go to great lengths to ensure that the right tools and workplace environment are in place to create a communicative and collaborative customer service team.
Lien Solutions subscribes to that same philosophy, leveraging best-in-class tools, training and environment to help front line service employees become a valuable partner to our customers.
After listening to customer concerns, we’ve made several enhancements to our phone systems to help route calls to our subject matter experts more quickly. The enhancements include the ability to pick the service needed from an updated Client Services menu, the addition of call back functionality to avoid long wait times, and the integration of our legacy offices into the dialing structure.
In addition, our customer service teams now have access to our CRM tool to gain insights about the customer as they are speaking to them. This empowers team members to have productive conversations with customers and enable better tracking of client questions and issues.
We value continuous learning at Lien Solutions and are investing in training and development for all Support/Service team members. Some of the training we do includes the Ward Certified “Driving Customer Service – Focused Feedback,” Dale Carnegie leadership training, CEM and CXPA certification, DreamForce SFDC training and change management training- just to name a few.
We focus less on productivity metrics, such as Average Handle Time, and encourage our team to ask defining questions to solve their needs. Our open floor environment promotes collaboration and strong communication, allowing team members to ask each other questions and brainstorm on solving customer problems. Managers also sit on the floor with their team members and aren’t separated by an office door to aide in real-time problem solving and idea generation.
In addition, Incident Management protocols have been developed to streamline how Lien Solutions handles client impacting issues. These initiatives help reduce silos, increase transparency and improve the issue resolution experience for clients.
The end goal is that these changes will lead to broader cross-training opportunities and a more transparent team working atmosphere—all while establishing a trusting environment focused on strong customer communication and collaboration.
All this week, we’re sharing stories about how customer service makes our company run. Read the other topics are are covering this week below.