Remaining Efficient in Customer Service as the Company Grows

Remaining Efficient in Customer Service as the Company Grows

By Discovery Lean Six Sigma

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Remaining Efficient in Customer Service as the Company Grows

While every business must always strive for expansion, it’s not that straightforward to maintain the right kind of progress on all fronts of the organization. Customer service and support is especially tricky and has to be approached very carefully if you want to avoid seeing your company crumble under its own weight.

The good news is that the modern market offers plenty of solution in this regard, and you have various options for creating adequate service channels that will keep all your customers happy. It’s just up to you to get started with applying these ideas in the first place.

Requirements Will Change

As your company grows, the requirements of its users are going to change. In some cases, that change can be significant and can impact various aspects of your operation in unpredictable ways. You have to stay on top of that and anticipate these changes as they come out. More than that, you have to stay in touch with the way your customers think, and always know what they want at any stage of your operations.

This might sound straightforward, but one of the biggest problems many companies tend to experience with regards to their growth is losing touch with the needs of their customers. If you want to prevent this from happening to you, you’ll need to very carefully study the changes in their requirements.

Six Sigma Can Be Useful

Six Sigma has established itself as a solid tool for addressing various performance and optimization issues. And it should come as no surprise to anyone that it’s also quite useful when it comes to improving a company’s customer service capabilities. It can take some time to integrate the ideas of Six Sigma into your workflow properly, especially if you lack the appropriate specialists at the moment. But in the end, it’s going to be one of the best changes you can do to your organization in order to maintain its efficiency at a high level.

Efficiency Has Many Forms

Keep in mind that you have various ways of being efficient in servicing your customers, and you shouldn’t always go for the low-hanging fruit. In some cases, you stand to gain a lot from making people pay more attention to your self-service options, for example. In other cases, you should think about delivering accurate results over solving problems fast. Some industries have a very heavy demand for speedy customer service, but in other cases, you can gain more from improving the accuracy of your results instead. It’s highly individual for each industry, and you have to pay attention to the specific requirements of the field you’re working in yourself.

Setting Your Priorities Straight

This brings us to another very important point. You’ll need to prioritize different aspects of your customer service in different situations if you want to ensure that people stay satisfied in the long run. And it’s also going to take some experimentation until you discover which parts of your operations should receive the most focus in those cases. But in the end, those results will be very valuable, and you won’t regret taking the time to sort things out on that front.

This will be especially important later on when the scale of your company might prevent you from making the right decisions because you won’t have access to the full picture. Knowing what your priorities should be from early on is going to be crucial in that case, and it can be of great help in optimizing your operations overall.

Expansion is something that can be very dangerous to an organization if it’s not handled correctly. At the same time, it’s also something that you will have to go through sooner or later, and there’s no way around that. And it’s obviously much better to approach it with a prepared mindset, rather than scrambling to figure out how everything works in the last moment. The only companies that manage to survive their major expansion periods are those that have taken the necessary precautions to prepare for them in the first place. The rest are bound to get swept under, but in the end, that’s how the market works in general, and it’s something you should always be prepared for and anticipate.

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Original: https://www.shmula.com/remaining-efficient-in-customer-service-as-the-company-grows/29516/
By: Shmula Contributor
Posted: August 26, 2019, 8:17 pm

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