Leading companies nurture effective customer service representatives by developing teamwork systems, rewarding employee excellence and continuously monitoring employee satisfaction. Create a seamless customer service process to remove inefficiencies and reduce cycle times. Benchmark research shows that companies are using a number of innovative process management techniques to improve their customer service levels. These techniques include using a balance scorecard to measure performance, implementing knowledge management systems to facilitate learning and communication, and managing vendors to achieve a flexible supply chain. Utilize leadership techniques to ensure that customer service centers are well managed.
Strong leadership is a crucial element in achieving world-class customer service.