Offering excellent customer service has tremendous benefit to any organization, and it is one of the top priorities for every employee. The top management assigns a team to develop strategies and then train the employees for a seamless implementation.
Poor customer service hurts your business by driving away customers, who spread the bad news to others, thereby, killing your business. However, when you provide superior customer service the payoffs are enormous, from high sales, satisfied clients who become your brand advocates, increased profitability to happy employees.
For your business to grow steadily, you need to increase cash flow as you lower operating expenses. Therefore, you cannot afford to have none or a poor strategy to improve your customer service.
Have the following tips in mind when you are formulating the strategies and techniques to improve customer service, they are affordable too.
For the employees, use data from quality metrics like First Contact Resolution and service metrics like average speed of answer. It will help you understand internal problems that may be hindering superior service delivery.
You also need to know how your employees define their roles at the contact center. Does an agent say, “I answer calls and respond to live chat inquiries?” or does he or she say, “I resolve customers issues the best way possible?” How an agent understand their role influence how they perform.
Put all the above information together to get a clear picture of where you are. These will be your objectives as your progress with the strategy formulation.
Are your systems user-friendly? For example, when a customer logs into your website and wants to interact with an agent online, do they have to spend several minutes locating the live chat icon. You need to make your services accessible and available. Today’s customer expects instant gratification, or else they shop elsewhere.
The procedures and processes should make it easy for the employees to meet customers’ needs.
Take your employees through thorough refresher training, and focus on the weak areas. For example, if you found out that the call transfer rate was high, the training should emphasize on product knowledge.
Line managers go beyond overseeing the implementation. For example, after the training, they can coach the employees to greater performance improvements.
Effective line managers lead their teams to success.
At the core of the monitoring and reviewing is to check whether the implemented strategies had financial implications to the contact center. They should not increase your operations cost but lower them.
In summary, when you carry out a situation analysis, scrutinize your procedures and processes, work on the improvement areas, loop in the line managers, and monitor and review the strategies and techniques, you will improve your customer service. Be patient in the process as it takes some time to change from one policy to another.