The 3-Step Strategy For SMEs to Create a Responsive Customer Service Team
If I could break down my life as a business owner into parts, there were two distinct phases. There was the BEFORE and the AFTER. The BEFORE was when I ran around like a mad man, frantic, trying to squeeze out every single second I could get toward my business.
"I just need to do everything I can in all possible ways as hard as I can so that I can make clients happy, to increase sales and if I do that then… everything will just work out." -- I kept repeating to myself.
And then there’s the AFTER. The AFTER is when I decided to sit down and commit to writing at-least a one-page strategy about how key aspects of my business (particularly how the company does customer service) and commit myself to it.
Are You Ready to Do This?!
As soon as I did that, my frantic self turned into someone that repeated this mantra:
"There are 3 key components to the success of my company's customer service -- I have a written thesis on what we need to do for each and we will keep improving on it until we reach our goal.”
I learned (almost too late) in my career that having a written out customer service strategy that I could commit myself and my team to led to a calmer me. A less frantic me. It helped me be a better leader. And it helped my team be awesome at their jobs!
Why do we get so frantic? It’s not because we do our best work in that state… It’s because deep down we have no way of checking in and understanding if our team is on track.
It’s because no matter how many hours we work, we don’t feel like we’re enough and our work was enough. And our team feels the same.
Over time, as I worked on strategy for my own business, and then took on a role as a coach for other businesses, I learned that a solid strategy document needed to address THREE (3) critical areas.
This completely FREE guide includes:
- A 16-slide PDF guide that outlines the THREE critical areas to building out your customer service strategy
- A 1-page strategy template that you can complete in an afternoon to create v1 of your strategy and finally get it out of your head and onto paper
- For each of the THREE critical areas, the 2-3 most critical questions you need to answer
- Curation of videos that delve deeper into small business and customer service strategy
The strategies I teach you in this guide has been invaluable for me to grow my customer service team and my businesses, and I am so incredibly excited to be sharing it with you.