Ingredients of a World-Class CSR

Alert reader, Harsha Raghavan asked me a great question in a comment to a recent post. In my post, I mentioned a CSR who was the most consistently excellent CSR our group has measured in the twelve years I’ve been doing this. Harsha wanted to know what it was that made this CSR excellent.

Here are a couple of the major ingredients that make this CSR stand out:

  • (As I pointed out in the previous post) Consistent service delivery no matter who is on the phone. It could be internal customer, outside sales rep, boss, employee, customer, or vendor and each person would get the same level of service.
  • A focus on continuous improvement. I know the term "continuous improvement" has been a business buzz-word for years, but this CSR lives the term. No matter how good the QA scores, she’s always asking "how can I get better?"
  • Attention to detail. This person knows that it’s several little details done consistently and done well that differentiate a "good" CSR from a "world-class" CSR. Using the customer’s name, apologizing for unmet expectations, courtesy phrases, inviting questions, offering to help with other questions or needs – these key service ingredients are a part of her every call.

As for what motivates this drive for excellence, I’m not sure I can answer that. I’ve noticed through the years that excellent service performance can be motivated by different things in different people – but that’s a post for another time.

Do you know someone who you consider to be a "world-class" service provider? What is it that sets them apart from the crowd? Please post a comment and share your own experience!

Related Posts:
The Secret of This Team’s Success
How Do You Get 0% Turnover?

  3 comments for “Ingredients of a World-Class CSR

  1. July 18, 2006 at 10:36 am

    Thank you for answering my question Tom. I do think you hit the nail on the head. I’m glad to see you note consistent service delivery, continuous improvement and detail orientation as the 3 keys to success since I’ve already put these to work for my team. As a firm grows I think it is the CEO’s #1 priority to lay down actionable steps on how to execute on them. Exciting! I’ll share my experiment soon – thanks for the response and encouragement!!

  2. July 18, 2006 at 12:38 pm

    Great, Harsha! I can’t wait to hear about it.

  3. July 18, 2006 at 1:45 pm

    Service Delivery Experiment

    So I was hired in mid-2004 to serve a client that is also the leader in global payments processing. Soon I was drinking from a fire hose .. Fun! Today they generate 40% of my employer’s revenue and I have

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