Customer Service Initiative

Treat your Agents like your Board of Directors

11th February, 2009 - Posted by Pam -

When working with my clients on Customer  Service Initiatives I span my activities across all levels of the organization.  I do hands on development and coaching with the call center agents and I present strategy and project plans to Executives and the Board of Directors.  I’m always surprised by the lack of “big picture” perspective the agents have.  I attribute it, most times, to a lack of communication across the  levels of the organization.

So, to the Managers and Executives out there, I say treat your Agents like your Board of Directors.  You look to your Board for their wisdom and experience.  Board members usually have a lot of experience to offer.  This experience, however, tends to be less up  to date as what your Agents can offer when it comes to “up to the minute” customer perspective.

Customer Service Representatives should be the customers’ champion.  Encourage your Agents to advocate for your customers.    In  doing so, it will become essential that you educate your agents on operational and cost considerations.  Share a high level budget with them.  Why not?  Agents have to balance checkbooks and make spending/saving decisions every day.  They can understand a budget.  If they aren’t interested, you don’t want them working for you and representing your company.

Share project plans with them and include time lines.  Include the overarching goals of the organization and ask them to help you prioritize your projects and plans.  Who better to help steer the ship than the people closest to your customers?

Encourage your agents to provide feedback and report issues.  Then keep a list to track those issues.  Provide updates and statuses for all open issues in your weekly staff meetings.  And, as always, be sure to include your remote work force.

If you treat your Agents like your Board of Directors you’ll create a culture that attracts the best talent and the best customers.