This week I am talking to Richard Knight from Shopper Anonymous, Richard is a business consultant, coach and mentor and he specialises in customer service and team development.
Richard works with companies to develop individuals, teams as well as the organisation to deliver great customer service and great, profitable, outcomes.
On this interview Richard talks about:-
- Processes – Have a customer service policy in place which is aligned to your customer journey
- People – Focus on staff engagement to start as this has a direct impact on customer service levels
- Measurement – consistent measurement of customer service levels, through mystery shopping, surveys or feedback tools, provides rapid insight into areas for development
Richard also has a great little giveaway called. What Is The True Cost Of Bad Customer Service? which you can get from the resources below.