Como você pode manter um atendimento consistente ao cliente durante a expansão de um negócio?

Assign responsibilities for achieving Customer Service standards to the respective departments. In my experience, a 3rd party monitoring is not advisable. The ownership should always be of our own team members

1. First become a leader who cares about the employees, treat them like a family help them grow 2. Hire people who would contribute to your company's success by putting in right amout of effort. 3. Teach your people how to become independent workers putting in their magic 4. Let them teach the others. 5. you will automatically have the best customer service.

1) Customer service function/framework once defined should be a part of an application software (or ERP) that captures the instances, their remedies & TAT. If these instances are left out of formal capture on a system with reliance only on satisfaction scale or NPS, there's the danger of not being able to identify source of most issues and hence consequent solution. 2) Customer service policy is best designed by looking at who you are competing with and equalize that if not beat it. This may not be competition in same product-market but where else & what else the customer shops and hence benchmarks your customer service with.

Firstly, empowering your team is crucial. I ensure that our customer service representatives have not only the necessary training but also the autonomy to make decisions. This empowerment leads to quicker, more personalized responses. I've found that when team members feel trusted and valued, they go the extra mile for customers, leading to higher satisfaction.

"Most of the companies that struggle with service, I have seen, are afraid of setting a standard for their service." Fear of setting service standards often plagues companies from Scaling up. This reluctance stems from worries about commitment, complexity, or lack of clarity. Yet, avoiding standards leads to inconsistent service and confusion. Setting clear benchmarks ensures consistency, manages expectations, guides employees, and allows for continuous improvement. Overcoming this fear involves recognizing the importance of standards and defining practical, customer-focused benchmarks to enhance service delivery and meet company goals.

Firstly design a process flow for executing key functions in your organisation. Also draw up SOPs for major tasks. Define Roles and Responsibilities of major positions. Ensure that you have the right people with necessary skills and experience in the right position. Identify and eliminate or reduce potential bottlenecks that can be hurdle in executing various tasks. Set up fixed (mostly weekly) meeting schedules with HODs to ensure that everything is going smoothly and efficiently. If there is any additional support and guidance required, the same can be addressed in these meetings. Take regular feedback from your customers and take appropriate actions on them.

The emphasis on not just training new staff but also continuously ups-killing existing employees is a key takeaway. It's impressive how the article underscores the significance of aligning staff with the company's customer service standards, policies, and procedures.

Imagine if training was like an Expedition—an adventure into uncharted territories. Just as explorers prepare extensively before embarking on a journey, training prepares employees for the unknown challenges they might face in their roles. It equips them with the tools, knowledge, and resilience needed to navigate unexplored territories within their industry or job functions. Training becomes the compass guiding them through unfamiliar terrain, empowering them to conquer obstacles and discover new opportunities, ultimately leading the organization towards uncharted success.

Un empleado capacitado y bien tratado, de seguro también tendrá la capacidad para tratar bien al cliente interno y externo. No debe ser costosa para que valga la pena. Es vital conocer al empleado para saber donde necesita

One of my clients from Delhi (a D2C fashion brand)in its very beginning had gone the extra mile in putting up a team of people who'd call every customer who made online purchase after a few days had passed to ask how he or she liked their product, if it met their expectation. I found this to be an absolutely wonderful practice, one that added so much to the brand perception - being professional, being committed, being conscientious. I believe that equally contributed to their brand building as their marketing dollar did.

The point about using these channels not just for communication but also for feedback collection and issue resolution is a key strategy for building trust and loyalty. This holistic approach to customer communication is a cornerstone for any business looking to expand while maintaining high customer satisfaction and retention. Great insights! 👍📢

Customer feedback is crucial to assess the alignment of our products or services with market expectations. This systematic process of collecting and analyzing feedback provides us with insight, enabling continuous adjustments and improvements to maintain relevance and quality 💪

Lo peor que puede pasar es que el cliente busque contacto y no tenga respuesta y/o la misma no sea adecuada. Por eso la comunicación debe: ser clara, a tiempo y precisa de cada miembro que tenga contacto con el cliente.

The emphasis on monitoring market trends and analyzing data is particularly valuable, as it underscores the need for informed decision-making. Additionally, the focus on being responsive and swiftly addressing issues not only helps in maintaining service quality but also in building trust and loyalty among customers. This piece serves as a valuable guide for businesses aiming to scale up while ensuring their customer service remains top-notch.

The key is to have a dedicated functional set up, a team no matter how big or small the business size; that is obsessed with offering best customer service- whether facing end consumers or trade partners alike. Having a distinct customer service function most certainly helps. It will also bring in focus the need to organize the team into sub-functions and as you grow, you know which sub function needs more resources.

Scaling up brings its own challenges. Small businesses are nimble and flexible. When you grow, consistency is important. Hence, having systems and processes in place are a must.

Hoy el mercado, sector y personas cambian mucho más rápido lo que desean y como lo desean. Ese tiempo de adaptación es clave pero más es el detectar a tiempo lo que va a cambiar. Podemos cambiar pero no debe ser tarde

The suggestion to establish a loyalty program or a community is particularly insightful, as it fosters a deeper connection with customers. This approach not only enhances customer satisfaction but also contributes to a positive brand reputation and can lead to increased referrals. It's a win-win for both the business and its customers.

One has to be careful while rewarding customers else you'll be simply leaving money on the table. On forming customer clusters around their shopping behaviour commonalities and mapping them against your ideals on their shopping or product you may want to launch/promote, there'll be clarity on who you wish to reward & for what change in their behaviour. This better be an activity done with due care.

Typically, the Industrial products or services companies take a feedback from their B2B customers once in a year as a part of their Quality Management Systems. For B2C companies, ratios such as repeat purchases etc are very clear indication of satisfaction. However, a structured feedback should be encouraged

To give a listening ear to the shopper or consumer is easier said than done. In a physical retail store environment, it is always the store staff that are biggest sources of customer feedback. If the organization can formalize a way to capture their learning, it would be a great favour it will do to itself.