1. Is there a fit between the personality of staff and your expectations of the image you want to be projected to customers? Image is everything, and not everyone is the best fit for a customer service role.

2. Are your employees clear on how customer interactions are to be handled? When was the last time to provided clear work instruction and job aids to guide customer service interactions?

3. Do your customers expect consistency in interaction? The answer would be “yes.” Have you captured the timeliness and quality requirements of customer interaction processes and provided staff with the necessary training?

Customer service is enhanced through the building and sustaining of strong relationships. Have you put forth the necessary effort to make this happen?

Shawn Casemore, President, Casemore and Co.
www.casemoreandco.com