Making one individual responsible for monitoring your business's customer service has a number of benefits. These include the following:
1. Customer service is monitored continually, not just when time permits.
2. Customer complaints end up on one desk and this means that any disturbing trends, such as numerous complaints about one particular staff member, become obvious immediately.
3. When customers contact the business with a customer service issue, everyone in the business knows whom they should be talking to.
4. Positive changes are just as likely to be noticed by this person and they can pass this feedback to all other staff and management.
5. Your customers will be impressed by the fact that there is a specific person allocated to the task of monitoring and maintaining levels of customer service.
I am not saying that you need to employ one person full time to manage your customer service (although it would be nice), but rather that you are making one person in your business responsible for managing and monitoring all aspects of your customer service.
One way to illustrate this point is with the use of marketing. A number of my small business clients struggle to market themselves. They rarely commit time and resources to marketing simply because they are busy doing what they do to make a living. Everyone is responsible for doing a little bit of the marketing but the end result is that it rarely gets done. When one person in the business is given the responsibility of carrying out marketing, it always gets done much more effectively.
An important consideration when making one person responsible for managing your customer service is to make sure that all other members of your team realize the importance of this role. Even though this individual is managing customer service, everyone else plays an integral part in making certain that your business delivers high levels of customer service in an effort to satisfy your customers.
So whether it is making certain that customer complaints are followed up, that customer satisfaction surveys are conducted periodically and customer service audits done on a regular basis, or any of the other suggestions made in this blog, making one person your customer service manager will have many benefits - the most important being increasing your chances of keeping your customers happy with your business.