Let's list three main mistakes on the path to improving customer service:
Save on development. Some companies are sure that their customer service does not need to be improved: they do not create applications, do not connect new services. Such savings will negatively affect the company's income: its products will cease to be in demand.
Skimp on customization of services . If you have invested in technology, do not try to skimp on its customization. Test it on a group of clients, make sure of the advantages of the new service, and invest in customization.
Not training employees to communicate with customers . One well-trained employee, trained to act correctly in any situation, can do more for the development of customer service than all his colleagues who simply read out a script.
All companies go through mistakes. The main thing is to be as attentive as possible to the quality of work of customer service employees, to see and analyze miscalculations, to react promptly, to change the rules of work of customer service, to train personnel, to improve criteria, to optimize processes.
Frequently asked questions about customer service
Customer service with high quality physician data package criteria is a big advantage for a company in the fight for the market. The buyer evaluates the organization by two important criteria: product quality and comfortable constructive communication. The company's revenue growth and development prospects depend on customer focus.
Who is responsible for service in the company?
Sometimes only the customer service department, support, is responsible for service. Other employees do not help the buyer, but send him to the hotline. Due to the heavy load, support works slowly.
If all employees of the company are tasked with helping the client, issues will be resolved much faster, and the team will become a single, well-coordinated team.
The best option is when each employee in the company is responsible for the quality of customer service. This makes the work easier as a whole, and the company will begin to win the trust of a larger number of customers.
How does the customer service department work?
The department consists of employees who are entrusted with communication with customers. They answer visitors' questions, provide advice, tell about new products, and resolve any difficulties that arise. Sales managers may work in the customer service department. They are also in close contact with visitors; the consumer's decision to purchase largely depends on them.
What does quality customer service mean?
Good customer service is when the employee and the customer communicate in a friendly atmosphere and when the former provide the latter with support in the process of choosing and making a purchase. There are standards of quality customer service that are strictly observed in successful companies.
What are the criteria for quality customer service?
Quality customer service includes:
Easy access to customer service via various communication channels.
Priority of the buyer over the benefit.
Simplicity and clarity in communication.
Professionalism.
Flexibility, ability to adapt to changing client requests.
Skills for quickly finding a way out of situations that arise.
Personalizing the experience of each individual consumer.
Continuous improvement of customer service quality.
What does a customer service specialist do?
This is an administrator, manager in the service, trade, tourism, hotel, sports and health business. He works in a multitasking environment, is responsible for the most important issues in the company, comes up with schemes for attracting new clients. His competence includes creating corporate rules for working with clients. A good manager is concerned with improving the quality of services, helps to strengthen the customer-oriented nature of the service.
Who is a Director of Customer Service?
The Director of Customer Service creates and controls the customer service system, looks for new ways to improve work with customers. He manages the staff of account managers, HR work and the onboarding process of customer service employees. Such specialists are needed in banking, retail, restaurant business, medicine, education and other areas.
Why is a hotline the best way to interact with customers?
When talking to a real person, mutual understanding is achieved faster, which is why customers love the hotline. When communicating live, the manager develops empathy. In addition, many find it much easier to talk about their problem than to describe it in writing.
When a person cannot solve his problem, but knows exactly where he can get help, he hurries to share and hopes for a quick answer. And since everyone has phones today, including younger schoolchildren and pensioners, the hotline literally heats up from the flow of urgent requests.
Author of the article
Dmitry Svistunov
Dmitry Svistunov
Head of SEO and Development
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