The document discusses 9 keys to providing effective human customer service: 1. Ensure connection between managers and customer service staff. 2. Have effective inbound and outbound communication systems in place. 3. Empower customer service staff and gain input from them on improvements. 4. Allow freedom and trust when customer service staff interact with customers. 5. Foster innovation, creativity, and communication across the organization. 6. Cultivate autonomy in the relationship between managers and staff. 7. Let customers provide input to evolve systems. 8. Allow front-line staff to recharge so they can re-engage with customers. 9. Show visible support from top

1. Human Customer Service Jan Stewart Janstewart.com.au @janstewart on Twitter

2. Does your organisation seek to provide Human Customer Service?

3. You know the solution is Simple and Complex

4. 9 Keys

5. 1. Ensure connection between managers and customer service staff

6. 2. Have inbound and outbound systems in place – e.g. phone, email, social media Should Social Media not yet be in place, ensure people are ‘smart’ to the customer systems before opening this channel.

7. 3. Empower customer service staff Gain input from customer service staff.

8. Most people have a lot of ideas on how to improve and contribute to change.

9. 4. Allow freedom (and the element of trust) When the reins are removed from people, the quality of exchange is deeper. This leads to natural upsell because a customer appreciates and values the human exchange (and staff generally want to give customers).

11. 6. Cultivate autonomy in relationships between managers and staff Pointing to a changed role of the manager (to one of facilitator).

12. 7. Let customers input to the evolution of systems Establish channels where everyone has a chance to engage for the better system.

13. 8. Allow front-line customer service staff to recharge so they can re-engage with customers Customer service is often like a form of activism – to be balanced by refreshing activities such as relaxation, meditation, breaks, etc

14. 9. Show visible support at top levels Initiatives are strengthened by action that starts at the top.

15. With all this in place… The Result?

16. Customer Service that is… Not reactive. Is genuine. Responds quickly when required. Leads to positive outcomes for the customer. Creates long lasting customer relationships.

17. Simple and Complex

18. Give it Your All !

19. Why not?!

20. Create a Human Customer Service System at your Organisation. For You. For your Staff. For your Customers. Whole of Business System Thinking - Jan Stewart @janstewart on Twitter Expanding your communications using Yammer - Ross Hill @rosshill on Twitter Online People Systems - Sam Bell @sambe11 on Twitter