Lots of people in America are starting businesses right now. Some say we are in a golden age of entrepreneurship. Whatever you think about that, if you are starting a business you are sooner or later have to deal with customers and clients. Depending on who you are, this may be okay. Or, it might strike fear deep down in the pit of your heart! Not everybody is cut out for customer service. This includes some people who think they are good at it. Customer service is part art, part science. Moreover, it takes a lot of time and energy. If you run a business or want to be a top CEO, I guarantee you that you do not have the time or energy necessary to do customer service right. If you are trying to do it all yourself, either your customer service or your business itself is going to suffer. Something has got to give.
So what is the alternative? There are great ways to outsource these duties, but some people are scared of this idea. I’m here to tell you that this nervousness is due to people’s unfamiliarity with the way this industry has progressed in recent years. In the old days, call centers were the bane of just about everybody’s existence. Remember Dell Hell, anybody? The good thing about that dark day in customer service history is that it was something of a wake-up call for call centers in general. Businesses now know that it was not good enough to choose the cheapest option for customer service. There had to be a better way.
Enter the days of brand management specialists. This is the way that call centers have progressed into the complex needs of the hyper-connected 21st century. Global Response is one of the best examples of this sort of business, and they can integrate themselves into every aspect of your business. But don’t worry. They won’t get in the way.
A modern branding specialist will make a deep study of your business: your values, your problem solving techniques, the priorities you have in the way your customers should be made to feel. They can even spend time around your offices, taking in your company culture. When they can answer any question and even make certain decisions just as you would yourself (on your best day, after a good night’s sleep, when you’re in an awesome mood), they can take over your phone calls, email queries, and social media burden. They won’t take over all of your unified communications and collaborations, but they can handle all the customer-facing communications, extending your brand with each gracious and helpful encounter.
If you run a business, sooner or later you won’t be able to handle customer service anymore. Don’t allow your time and energy to be sucked into the void of these tasks. Handling customer questions, feedback, and complaints can be helpful, but it can be emotionally tiresome when you are the boss. It’s better to leave this stuff to the pros, then let them grow the brand in a better way than you could on your own.
Image from http://www.mycustomer.com/community/blogs/mhinshaw/getting-your-customer-experience-to-deliver-on-your-brand-promise-an-action