The official blog of ServiceCEO.
When it comes to customer service, it’s extremely important to remember that each person who is reaching out either has come across an issue with the service, or has a question about how to use the service you are providing. This is not to say customer service is based on the actual call, but rather the experience of the caller to get to a representative.
Here are some things to consider when evaluating your current customer service plan:
The Basics. It’s important to remember to answer calls in less than three rings, and don’t let your callers wait on hold. In most cases, a quick response will instantly decrease aggravation with customers, and help them feel confident that the service they are using provides helpful customer service representatives in any case.
The Phone Menu. When setting up the phone menu, it’s best to ensure that the menu is simple and easy to use, and that callers will be directed from that point forward exactly where they need to go. Have a clear order of departments, while including 0 for the operator. While some may be willing to go through the menu, others would prefer to be transferred immediately. Nothing aggravates a caller more than to constantly be dialing new numbers on new menus to find the right area for help.
Thorough Training. It’s important that each customer service representative has gone through some training for handling calls. Each caller is different, each issue is different, and each resolution is different, each customer service representative should have the tools and information to handle each situation. It’s incredibly important that they know how to resolve any issues in a quick and efficient manner to keep things moving throughout the day.
Quality Assurance. You should have an internal quality-assurance person to listen to recorded calls and interactions and identify strengths and weaknesses within your customer service representatives. This is not to point out flaws, but rather increase their effectiveness for handling calls, and celebrate great customer service calls by highlighting successes. This in turn, will help your business reach its full potential and ensure each customer issue is handled properly. The idea is to enhance the customers experience and boost employee morale.
Employee Morale. Be sure to focus on your employees, after all – your employees are what make your company successful. There are all kinds of ways to invest in your employees, whether it be through career-advancement opportunities, positive company culture, or having a management staff that listens to concerns regularly. It’s important to remember, happy employees attract happy customers, which in turn brings you good business.
Customer Feedback. In order to get a true sense of how your customer service representatives are handling calls from a customer standpoint, it’s important to set up customer satisfaction surveys. Now this can be done either by automation, or by having someone reach out to ask them these questions. This will give you some insight as to whether customers feel your company is doing all that they can to resolve any issues or handle any questions. When negative experiences arise, this is the time to respond to them quickly to resolve the issue.
For more tips on maintaining successful customer service, click here.
Ready to Learn More About ServiceCEO? Call us at 866-606-6256 to learn more about how ServiceCEO can help your business with accounting, CRM needs, scheduling, routing and more.
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Ready to Learn More About ServiceCEO?
Call us at 866-606-6256 to learn more about how ServiceCEO can help your business with accounting, CRM needs, scheduling, routing and more.