How to Set Up Concierge Customer Service in Your Company

Dr. Jeanne Hurlbert, President — Hurlbert Consulting Group

• customer service • expert interview • management strategies • personnel development • leadership training

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Getting Started With Concierge Customer Service

Dr. Jeanne Hurlbert, President of Hulbert Consulting Group, gives Randy MacLean, President of WayPoint Analytics, a general overview of how to set up a concierge customer service program. Jeanne works with Waypoint client accounts helping them set up this key component of success.

Concierge customer service is a specialized program that provides high-level service to your high-level accounts. So, how do you get started? Here is an overview:

• Dedicate at least two reps to the program so that someone is always available

• Set up a dedicated phone number with a human, no automation

• No voicemail, or at least a quick response (10 minutes) to voicemail

• Use a rep who will take ownership of the customer and issues

• Use a rep who has strong communication skills

• Clearly define systems, roles and responsibilities

• Measure and monitor

Use the Right People

To support the success of concierge service, there must be solid backstage systems in place that clearly define the roles and responsibilities of the rep. In addition, it is just as important to have the right people in the position. Concierge service reps should be:

• Patient

• Service oriented

• Active listeners

Corporate Culture is Important

How you treat your reps reflects on how they treat your customers. Successful businesses have proven that culture is important. If you provide superior service for your own people, they are more likely to provide superior service to your customers.

Measuring and Monitoring

Another key to success is having a system to record all interactions in detail. This way you can determine where any issues are and know if your reps really understand the problems and how to solve them.

When you begin to implement concierge customer service, you will likely be taking a hard look at your sales department, and you may end up creating a clear division of labor in your organization. Defining the roles for sales, service, and order taking can be a first step in putting a good system in place to help everyone become more effective.

For more information about Dr. Jeanne Hurlbert, visit: www.hurlbertconsulting.com