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Customer Service Scaling Stage Six: Guiding a Force Beyond Your Control

This is part of our ongoing series on Scaling Customer Service, based on our Customer Service Scaling Timeline.

customer service scaling timeline stage 6Whew, you’ve finally made it to the final stage of our timeline. You’re a huge enterprise company with many customers and staggering amounts of revenue. So, you’re done, right? Of course not.

As you move into Stage 6, the infrastructure we put in place previously is going to help you immensely. But you also have a lot less control over individual interactions. You’ve got a huge team and a huge customer base who are doing so many things that you can’t hope to read them all in the day. It’s time to ensure that you are building a culture that will turn this into positive results, not a mess of bad, inconsistent support.

Some things you’ll want to think about in this phase:

  1. A customer-powered support community. Although we feel this doesn’t work for 99% of companies, you’re now at the size where you may need to guide your community to help each other in order to keep up with the size of you’re customer base.
  2. Ensure that you’re building an internal culture of quality support, because you can no longer control it all.
  3. Investigate pre-written scenarios for new hires, to give them the right approach – both specific to that scenario and in general – to helping customers.
  4. Do not let your standards slip. Yes, there’s a lot going on…but if you can’t answer customers at the same rate you did in Stages 1-5, they’re going to be disappointed and start looking elsewhere.

Stick with us as we take the dive into the final stage of our timeline!