The Role of Customer Service Heroes

One of the largest issues facing the contact center industry, and customer service industry in general, is the disgruntled employee on your front lines. This employee, now referred to as Hero (I'll explain customer service hero in just a minute) is the face of your organization to your clients, consumers, and end users. negativity can spread from your employees to your customers, ultimately causing distaste for your product.

The Role of a Customer Service Hero
What do you think when you say the word hero? Someone who saves the day? Performs impossible task? Feats of Strength? Exactly.

Your front line employees who deal with consumers or end users need to feel that they are doing something for the greater good. Here are a couple items to help your Customer Service Heroes;

1. Tool belt
1. Giving your Heroes the tool belt ( thinking of a certain bat themed hero) with all the needed items is a great place to start. A binder with your Standard Operating Procedures, a handout with contact numbers, FAQ's, Safety posters, and other printed items are a great place to start. Remember, that certain bat themed hero would not be a hero with out his gadgets. 
2. Leadership
1. A successful hero has successful leadership. All Managers, VPs, Executive team members and any other employee in a leadership role should be prepared and successful at motivating and aligning your heroes to your companies core values and beliefs. 
3. Atmosphere
1. Building a positive and customer eccentric atmosphere will drive your employees to provide better service to consumers. A 15 minuet meeting before opening allowing your employees to speak on the positives for your organization can boost morale and place them in the "Greater Good" Mindset.

That is all I have for today! Remember to keep your Heroes motivated!