Customer Service Champions

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October 13, 2011

Customer Service Champions

I am looking to select and develop a team of customer service champions from across our business to keep the profile of service high in all departments and to foster positive attitudes and behaviours - reinforcing our service strategy.

Has anyone any tips on how to approach the project please?

2 Responses

suebeatt says:

October 13, 2011 at 11:23 am
Possible method

Hi there

I have listed below some possible actions for what you’re trying to do along with some questions to ask yourself and your organisation
- Define what good customer service is in the various departments. It may be different depending on their role (e.g. internal or external contact).
- Devise a way of measuring who already does this well and demonstrates all the behaviours you require
- Define the role profile for the Champions
- Do the people you have identified actually want the role?
- Will you pay them extra?
- Do you want them to train/coach other people or just be role models?
- Can they already train/coach or will you need to run a development centre for them?
- How will their colleagues react to them in this role?
Hope this gives you some food for thought

Sue
User deleted says:

October 14, 2011 at 8:24 am

I am looking to select and develop a team of customer service ch

Hi Sue,

many thanks for the tips – certainly gives some food for thought!

We have recently produced our customer service standards and measurement criteria which were compiled with the assistance of our employees and our customers.

Your suggestions are helpful – thank you.

Lindsay.