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Product ID: 407916EAU
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Assigning Accountability in the Customer Service Department: Generate More Revenue and More Customers

OnDemand Webinar (65 minutes)

Holding yourself and your employees accountable is necessary when it comes to serving customers.Accountability in the workplace is something every company wants to have because it's known to have a clear link to higher work performance. It also results in improved competency, commitment, moral and job satisfaction. The lack of accountability can have the opposite results. This is true in the area of customer service and will cost you customers and money. Companies have a 70% chance of selling to existing customers, while the probability of selling to a new prospect is only about 10%. Studies have also shown that people are more likely to pay more if they receive great customer service. People that have a negative customer service experience are only 40% likely to be repeat customers. Clearly, good customer support leads to stronger loyalty among clients, while bad customer support can cause people not to purchase, cease patronizing a business or drive them to a competitor. Satisfied customers are valuable sources of referrals. Aligning accountability in the customer service department means all employees are responsible for their actions, behaviors, performance and decisions. This topic will demonstrate that having engaged and willing employees are first in line when it comes to achieving excellent and consistent customer service within your business. When you combine product knowledge, engaged employees and accountability, your businesses' customers will be taken to the next level.


Larry Hammond Sr., V1H Consulting


Conceptions of Accountability

• Transparency

• Liability

• Controllability

• Responsibility

• Responsiveness

• Trust

Building an Environment of Trust

• Focus on Solutions

• Build Confidence

• Demand Honesty

• Foster Partnerships

• Create Interdependent Teams

Accountability as Part of Organizational Culture

• Defining Goals

• Building Consensus on What Accountability Means

• Accountability Consequences

• Providing Development Opportunities

• Accountability Wins and Failures

Aligning Customer Service With Accountability

• Viewing the Customer Experience as a Whole

• Being Accountable in Putting the Customer First

• Anchoring Accountability by Sticking to Values and Principles

• Aligning Your Teams Conceptions About Accountability

• Showing Them How It's Done