\n| \n Type issue<\/span><\/b><\/p>\n<\/td>\n | \n
\n\t\tOwner-centric system<\/span><\/b><\/p>\n<\/td>\n
| \n <\/span><\/b><\/p>\n<\/td>\n | \n <\/span><\/b><\/p>\n<\/td>\n | \n Culture &
\n\t\tProcess-Centric System<\/span><\/b><\/p>\n<\/td>\n<\/tr>\n\n| \n Day to day requests<\/span><\/i><\/b><\/p>\n<\/td>\n | \n Handled well by the team as a result of
\n\t\texperience<\/span><\/p>\n<\/td>\n | \n <\/span><\/p>\n<\/td>\n | \n <\/span><\/p>\n<\/td>\n | \n Handled well by the team as a result of
\n\t\texperience + process<\/span><\/p>\n<\/td>\n<\/tr>\n\n| \n Special requests<\/span><\/i><\/b><\/p>\n<\/td>\n | \n Handled well by experienced team members
\n\t\tbut poorly by new team members. This creates upward wage pressure as
\n\t\tonly experienced team members can solve problems. Since the owner jumps
\n\t\tin and solves problems, employees bounce issues to him or her.<\/span><\/p>\n<\/td>\n | \n <\/span><\/p>\n<\/td>\n | \n <\/span><\/p>\n<\/td>\n | \n Handled well by most team members as
\n\t\tculture reinforces solving 100% of problems. Systems and workflows help
\n\t\tall employees find the best solutions.<\/span><\/p>\n<\/td>\n<\/tr>\n\n| \n Minor issues<\/span><\/i><\/b><\/p>\n<\/td>\n | \n Handled well by experienced team members
\n\t\tbut poorly by some new team members. This is a talent-based system, and
\n\t\tonly the talented new employees will thrive. Problems are either handled
\n\t\tincorrectly or upwardly delegated to the owner.<\/span><\/p>\n<\/td>\n | \n <\/span><\/p>\n<\/td>\n | \n <\/span><\/p>\n<\/td>\n | \n Handled well by most team members as
\n\t\tculture reinforces solving 100% of problems. Systems and workflows help
\n\t\tall employees find the best solutions.<\/span><\/p>\n<\/td>\n<\/tr>\n\n| \n Priority issues<\/span><\/i><\/b><\/p>\n<\/td>\n | \n Most issues upwwardly delegated to the
\n\t\towner since this relieves the employee of any responsibility for an
\n\t\tissue.<\/span><\/p>\n<\/td>\n | \n <\/span><\/p>\n<\/td>\n | \n <\/span><\/p>\n<\/td>\n | \n If new team members cannot handle the
\n\t\tsituation, the system upwardly delegates the issue to a more experienced
\n\t\tteam member<\/span><\/p>\n<\/td>\n<\/tr>\n\n| \n Issues that could result in lost
\n\t\tcustomers<\/span><\/i><\/b><\/p>\n<\/td>\n | \n This is a neutron bomb, and all employees
\n\t\tknow not to touch it. Let the owner deal with it.<\/span><\/p>\n<\/td>\n | \n <\/span><\/p>\n<\/td>\n | \n <\/span><\/p>\n<\/td>\n | \n Cultural norms instill in all employees the
\n\t\turgency to retain the customer, so immediate action is taken by the
\n\t\tfirst responder<\/span><\/p>\n<\/td>\n<\/tr>\n\n| \n Employees\u2019 ability to do whatever it
\n\t\ttakes to solve problems including spending money<\/span><\/i><\/b><\/p>\n<\/td>\n | \n Since the owner is in charge of customer
\n\t\tservice, there is no need for employees to have financial power or
\n\t\tdecision-making power to solve problems. Employees are absolved of
\n\t\tresponsibility by removing their power to fix problems.<\/span><\/p>\n<\/td>\n | \n <\/span><\/p>\n<\/td>\n | \n <\/span><\/p>\n<\/td>\n | \n The team has been granted reasonable power
\n\t\tand measures to retain customers. Cultural norms instill in all
\n\t\temployees the urgency to retain the customer , and a workflow solution
\n\t\tis already in place to allow for the best opportunity to retain the
\n\t\tcustomer.<\/span><\/p>\n<\/td>\n<\/tr>\n<\/table>\n <\/p>\n As you can see, a customer service operation where the
\nowner retains process control, financial control, and final decision-making
\npower is handicapped. Without all the tools needed to perform at their best, the
\ncustomer service department will hinder the owner\u2019s ability to Half-Retire. <\/p>\n \n- \n
You can create a high-functioning customer service
\n\tdepartment if you: <\/p>\n<\/li>\n - \n
Create the right customer service culture<\/p>\n<\/li>\n - \n
Create systems and workflows<\/p>\n<\/li>\n - \n
Clearly communicate these processes to the team<\/p>\n<\/li>\n - \n
Give every team member reasonable power to solve
\n\tproblems on \u201cthe first touch.\u201d<\/p>\n<\/li>\n - \n
Give experienced team members the same tools and power
\n\t(including money), that you give yourself<\/p>\n<\/li>\n<\/ul>\n By removing themselves from the customer service operation,
\nthe business owner can focus their limited time on their
\n
\nPicasso Work<\/a>\u2122. We\u2019d love to hear your success stories!<\/p>\n <\/p>\n <\/p>\n <\/code><\/p>\n","protected":false},"excerpt":{"rendered":"Half-Retiring business owners aim to keep their business income while working only two half-days a week. However, if the customer service department cannot effectively function without the owner on-site, the chances of pulling off a successful Half-Retirement are limited. So, can a business owner Half-Retire without damage to the level of customer service? The answer […]<\/p>\n","protected":false},"author":7427,"featured_media":898008,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,87],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/902186"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/7427"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=902186"}],"version-history":[{"count":0,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/902186\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media\/898008"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=902186"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=902186"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=902186"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
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