Excellence in customer satisfaction: A team sport

“Individual commitment to a group effort – that is what makes a team work, a company work, a society work, a civilization work.” -Vince Lombardi

It’s half-time and the Patriots are down against a rival. The energy in Foxborough has shifted. Fans are upset. They’ve never seen the Patriots perform this way, with many individual errors and poor team coordination. It was a finished game for sure. The Patriots could hear and see the fans’ frustration. It worried them that their fans – their customers – were not happy or satisfied with their performance.

Customer satisfaction is a hot topic these days. With the ability to tweet or post satisfaction – or its opposite – in real time to hundreds, thousands, or hundreds of thousands of people, all companies must work hard to ensure customers are well served. And organizations clearly benefit when they master the art of good customer service. Customers are retained and, with a reputation for strong customer satisfaction, the cost of new customer acquisition is often lower.

How does a company ensure customers are satisfied? For one, it’s important to recognize that it is most certainly not the job of one individual or one department. Achieving customer satisfaction is not unlike the Patriots coming through on a Sunday night. It takes a team, one aligned around a common vision, strategy, and action plan to make it happen.

At Clarus, we work to achieve a high-level of customer satisfaction in a number of ways, not the least of which is through our focus on collaboration and teamwork. Our team members regularly collaborate to maximize the overall efficiency and service for our clients. We regularly discuss the needs and preferences of our clients. This collaboration also occurs both through formal project assignments and informally when we involve one another in our respective projects to seek specific expertise or to serve as sounding boards and advisors on tough issues. In addition to delivering high value, we remember names, stock favorite snacks, and work toward fast response times.

We have built systems to keep each other up to date on our projects, from regular weekly staff meetings to staff-led professional development sessions where we share best practices. In our staff meetings, we acknowledge the importance of our clients by finding more ways to ensure their satisfaction. We have found that by working together as a team we deliver exceptional service and build long-term client relationships.

Customer satisfaction is not a one person job; it is the work of a strong
team that provides the best services for the client.

Second half for the Patriots proved this. Individual players upped their game. The team came together and back to win. That day, the Patriots lived up to their reputation of giving the fans something to cheer (and light up Twitter and Facebook) about.

Ensure your team members understand how they collectively contribute to customer satisfaction. Make sure they have the alignment, knowledge, tools, and systems necessary to contribute effectively.

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