Move Your Service Team to Create a Better Customer Experience

Due to hyper growth, a technology client just moved into a bigger office.  When they moved, their contact center (where their reps were previously spread out across different functions due to space constraints) got their own space to give them a better environment to succeed.  A funny thing happened however.  Employees who used to overhear and help with client calls felt farther from the action and call center reps started to take longer to solve customer problems.

Even if you have a top-notch customer service team who handle customer service calls with understanding, just listening is not enough. Your team needs to be close to those in the organization who can take action to truly deal with and solve customer problems.

Try this award-winning customer service strategy: put your service team in the middle of the organization. Here is how it works…

With reps in the midst of all the others—product development, finance, program management, sales, engineering—they have easy access to the folks who can provide solutions and learn fast where to go with a particular customer need. The customer is not left hanging while the rep “investigates;” rather the rep has quick and direct access to the employee who can most appropriately and speedily make the changes that will satisfy the customer.

Integrating your customer service team with other functions in the company lets everyone get closer to the customer and the customer experience. And the closer you are to the customer, the better you know how the company will fare in the future. The happiness of your customers is one of the best indicators of whether or not your organization will succeed.