This is part of our ongoing series on Scaling Customer Service, based on our Customer Service Scaling Timeline. This month we're covering Stage 6.
When your company is small, it’s easy to improvise to delight your customers. You know most of them. You remember them. And you know each member of your customer service team well (and could probably hit them with a paper airplane from where you’re sitting). Joe from Company X wants a discount? Sure. Fred from Company Y is going to be in town? Have him come by for a beer!
But once your company gets large, this is a much bigger challenge. You don’t necessarily know the Freds and Joes. You don’t even know all your customer service agents, and they may know you as a boss, not as a person. You’ve put customer service training & guidelines in place to ensure quality. But how do you ensure that you’re creating customer delight?