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First, you need to communicate the employee's vision and focus on their customer experiences. Second, you should have responsibilities to ensure good coordination and efforts. Third, set the expectations you have to make sure that employees have specific goals to support the business goals. Fourth, train employees to take ownership of customer issues. Fifth, process improvement opportunities through customer feedback. Sixth, help employees develop customer friendly people skills. Seventh, use flow charts or organizational charts to show how departments interact and relate to each other. Eight, is management. It all should be managed appropriately.
Creating a new customer service system should start with discussing first the vision of the company among the employees. It is important to ensure that employees are knowledgeable on how the company would like to see themselves in the future so they could be on the same page when it comes to serving their customers, being on the same page on working towards the same goals.
Afterwards, each department in the company should be clarified on the specific roles they have as it can lead to a better teamwork. When customers arrive, it's better to have departments know what they should do, preventing duties from overlapping or vacancy. When departments are already aware of their roles, part of creating a new service system is setting their own SMART goals (Specific, Measurable, Attainable, Realistic and Timebound).
Next step is training the entire workforce. Though each departments have different goals varying on their roles, all are working towards improving the company's overall customer service and not everyone are good at service hence having the need to provide trainings, which should also include training their employees to be responsible or accountable of all customer issues they are involved with rather than blaming or passing it to others.
Thereupon, constructing a new customer service system is useless when not understood by the employees hence the importance of laying it out for them in the most presentable and comprehendable way such as the application of flow charts and time table.
Lastly, it is important to see that the new system are being implemented well as well as giving the company favorable results and improvements. This step could be accompanied by feedbacks from customers and performance management which involves getting strict with customer services that are executed any less than their 100%.
