Quelles sont les clés pour créer une culture de service client collaboratif ?

Creating a collaborative customer service culture requires transparent communication, shared objectives, empowerment, continuous development, recognition, interdepartmental collaboration, diversity and inclusion, and leading by example. By prioritizing these elements, organizations can foster an environment where teamwork flourishes, resulting in improved customer experiences and business success.

It is essential to make clear to employees what is expected of them in interactions with customers, such as how to communicate with them and deadlines for problem resolution. Teamwork also plays an essential role in collaborating to achieve goals and maximum satisfaction.

Service culture begins with the leadership mindset to serve their employees to reach their complete best, leading by example, not only for the client but also for the internal client, so they experience how it feels when someone is devoted to providing the very best experience. The first three steps for service are Awareness, Acknowledgment, and the Human step. Let's illustrate this with a simple example: if a guest at a resort walks by the main lobby and employees are there, as soon as the client approaches, they should respond to it, then acknowledge with greetings, smiles, and eye contact, finally engaging in a quick chat to build the client's confidence to ask something if needed or simply to make the client feel special.

It is beyond the vision and values and more about creating a set of these that can be understood by all levels of the organisation, not just at boardroom level. Reinforcement, alignment and belief can only happen when people are able to respond to it. In my experience, it required me to ensure that although the training material was the same, I had to always tweak my approaches and method of explaining to get the message across.

-Define clear vision and values. -Establish goals and standards for service excellence. -Ensure alignment with overall business strategy. -Communicate vision and values consistently. -Reinforce through training, feedback, recognition, and rewards.

Align everyone's goals and objectives with the overarching goal of delivering exceptional customer service. Empower employees to make decisions and resolve customer issues independently. Make sure your employres feel supported, they share ideas, feedback and best practices. Recognize and reward outstanding customer service and celebrate achievements.

Provide training to your employees because not only will it increase their skills, but it will also give them more confidence. Training can be based on acquiring more knowledge about the type of work or tasks they perform, or on using new technologies that result in increased efficiency and reduced time spent. Experience combined with continuous training is the foundation of success.

Training is great to ensure standards do not drop, but what I have learned is that dialogue between staff and cross departmental are also crucial for the long-term success of the program. I had various sessions with different companies where representatives from each department had to communicate openly with each other in order to address deep seated issues. This became a regular part of training and development which helped to enhance those sessions.

-Provide ongoing training and development. -Keep employees updated on products, services, and policies. -Enhance skills in customer service, teamwork, and communication. -Offer training in various formats tailored to employee needs. -Foster collaboration through continuous learning opportunities.

Your employees are at the heart of your collaborative customer service culture. They are the ones who build relationships and shape the customer experience every day. Invest in their growth through training and development, providing them with the knowledge and skills to confidently handle complex issues. Foster a safe space for them to ask questions, share ideas, and learn from each other. By building psychological safety, you empower them to make decisions, take ownership of customer satisfaction, and go the extra mile to create positive outcomes.

It is not always easy to recognize that we have made a mistake until we realize that it allows us to learn and provides us with valuable information about areas for improvement, both about ourselves and our work methodology.

It's important to make this as part of the culture. - Building of a safe environment for sharing - Building confidence and tolerance amongst staff and management to listen to poor feedback objectively - Explaining how the metrics work in order to ensure complete understanding - Allow staff to freely express themselves over a particular situation. - Every incident good or bad, is a teaching moment.

-Cultivate open communication channels to encourage sharing of ideas and information among team members. -Foster teamwork by promoting mutual support and collaboration in resolving customer issues effectively. -Set clear goals and expectations to align the team's efforts toward delivering exceptional service. -Offer ongoing training opportunities to enhance skills and keep the team updated on best practices. -Recognize and reward collaborative behavior to reinforce the importance of working together. -Lead by example, demonstrating a positive attitude and willingness to collaborate with others. -Prioritize empathy and understanding to connect with customers on a deeper level.

-Acknowledge and reward employees for achievements, contributions, and improvements in customer service. -Share best practices, stories, and testimonials that highlight customer service excellence and its impact. -Respect and appreciate diverse backgrounds, perspectives, styles, and strengths among team members. -Leverage diversity to enhance customer service delivery and foster innovation within the team. -Foster a positive, inclusive, and supportive work environment by celebrating success and diversity.

I've been fortunate to have three former managers whom I've deeply respected both personally and professionally. They led by example, were highly committed to their work, demanded a lot from me, but at the same time, provided me with the necessary support to get the job done. If you're lucky enough to find a boss like that, you'll learn immeasurable things.