Track, Analyze avoidable Errors and Complaints
Get to the cause of an issue and find out what’s not being handled properly and why. Involve group suggestions and ideas within the team in improving processes to prevent recurrences. Undertake remedial training and coaching. Seek and analyze customer feedback by doing surveys or questionnaires. Assumptions will give inaccurate details. Seek ways to find out what your customers think about the organisation, the products you offer and the quality service of your customer support team. Do the initiative to invite your customers to share their feedbacks and suggestions to help you identify what you and your staff could be doing better.
Continuous observation towards the people in your organisation will make you understand and relate to the issues that can be improved and corrected. See how efficient and effective your systems and processes affect customer relations and figure out what obstacles get in the way of good customer service.
Build your Processes around your Customers
Look for ways of streamlining end to end processes through customer retention and service resolution to maximize and reduce errors. Long term business is your main goal so set the standards and make it a practice for a profitable and successful growth that both the employee and employer could benefit.
Set and Communicate Clear Standards
Put all effort when it comes to quality, accuracy, behaviour, appearance and good customer service. Staff need to know what you expect from them. Ensure that the service is consistently good, in every place, from everyone, every day. Setting a good example and being a role model is always a positive scenario that makes a comfortable working environment.
Deliver examples of Satisfactory, Reliable and Great Service you can Deliver
This gives recognition to the person who delivered it, and it also helps others to learn techniques and to build confidence. One way to start on this is by building your way up. And that means starting within the organization, from the internal staff members, all the way to the customers they are servicing, the positive impact will show through customer satisfaction results. Consider setting up customer service awards, scorecards and employee recognition rewards. Use an award scheme where people, colleagues and customers can nominate. Treat staff as you treat your customers.
Behaviour breeds behaviour and happy staff lead to happy customers. We’ve probably all experienced staff who look and sound completely fed up, and they’re the worst ambassadors. Motivate and keep good staff, because turnover is expensive, both in recruitment and training costs, as well as in respect of lost experience. Employees want to feel valued, so think about ways to give them positive feedback, especially when your staff demonstrates professional customer service at its best. Building a sense of pride will make each member realize and pay attention to those who don’t serve customers directly.
Build a Team Activities
Emphasise that everyone is a link in the chain and that everything they do should be focused on delighting the customer. A fun environment is making a workplace feels like you are not dragging yourself to come in and report everyday. Mix a bit of humor here and there. Conduct trainings where it is fun and memorable, one of the most efficient ways for your team to be reminded on their main tasks and roles as voice contact support representatives.
Set Measurable Objectives Around Improved Customer Service
Be sure to cascade them across each areas that needs to be improved. Be on point to set periodical discussions and set agendas on important topics to talk about.
Review and Coach Individual Performance on a Regular Basis
Undertake performance reviews not just during the annual appraisal. Give feedback about what’s going well, as well as coaching for areas needing development. Have regular customer service sessions with cross sections of staff. They are at the sharp end, and they’ll have lots of ideas on how things could be improved. Encourage them to think of what can be done to maximize full capabilities and potentials.
Recruit the Right Candidates with same Level of Drive and Vision
Use effective choices and selection techniques, and invest in staff training. To the customer, whoever they’re dealing with will represent your company. See to it if you’re measuring the right characteristics and attitudes that could meet high levels of customer service within your selection and recruitment process.
Invest Time and Effort in Customer Service Training
Choose a dedicated person who has the will and are highly driven to know your business and who can support your business strategy and service standards. Develop your own short internal customer service training sessions to raise the importance and get your employees really involved.
- Levels of Customer Service (intercall.com)
- Customer Service (esquareblog.wordpress.com)
- Customer Service? Simple, Just Be of Service (wonderfultips.wordpress.com)