Henry Ford was quoted as saying “Chop your own wood and it will warm you twice.” The same is true when you prepare a customer service program.
The process that your team goes through in preparing your customer service program is just as valuable as the end result. First, you warm your inside (uniting your team). Then you warm your outside (uniting your customers to your brand). At the end of the day, everyone is warm!
You may be struggling to add a customer service program to your list of important activities. If so, perhaps this article will help you “jump into the fire” so to speak. We know there is resistance. There are fears that the process will be long and tedious and that it won’t bear the fruit we seek – that it will cost too much money and not give the desired results.
However, even if you bring in a partner like Rhino Support, Micah Solomon from Forbes.com believes that “long before your company benefits from the end result—a sustainably improved customer service framework—you grow as an organization from the exercise of putting together that new framework: from the excitement, commitment, and focus that grows throughout your organization as you shine a light on the importance of improving things in the customer service arena.”
Setting Up Your Customer Service Program Doesn’t Have to be Difficult.
Companies like Rhino Support can give you a plug-and-play software for live chat and online customer support. There is a little down time to train your agents how to use the program, as can be expected. There is a product knowledge area connected to the database. This is for pre-formed FAQ-like responses that agents can cut and paste into a chat or email message. It should also be completed before you go live.
Then you load the software onto your website so that your website’s visitors have access to it. But other than that, you’re all set! But even during this short process, says Solomon, “An organization that knows that its executives and department heads are committed to customer service improvement becomes, almost as a side effect, an organization that is already making customer service improvement.”
Henry Ford was right after all about chopping our own wood. Our activities and their results can benefit us during and after we’re done. However, another Henry, Henry David Thoreau came up with the same idea nearly a hundred years earlier. In his book Walden, Thoreau reminisced about his time at the pond. The truth taught by both Henry’s is true. Preparing your customer service program and implementing it can truly warm us twice.