By Abid Khan
Customer service is what truly makes or breaks your business. Every interaction your support team has with end-users is essential in shaping their perception of what your brand represents. Customers, at each stage of their journey, expect a good standard of service and will not appreciate slow, unprofessional answers. In fact, we found out that 56% of consumers globally have stopped doing business with a brand due to a single bad service experience in the last 12 months.
This means, as a manager, you’re often dealing with questions such as ‘What is categorized as good customer service?’, ‘How can I ensure that my support agents are well equipped to handle frustrated customers?’, or ‘Is there a certain set of rules we should be mindful of before interacting with customers?’. The answer to all these questions lies in the simple fact that there is, indeed, a set of customer service standards that your business should meet and exceed to ensure customers get the optimal experience they deserve.
How do you create good customer service standards?
To achieve these standards, it takes a combination of factors that all contribute to delivering stellar customer experiences. The three most important things to consider are:
- Investing in the right kind of service training
- Using the right tools, and ensuring an efficient support process is in place
- Tracking and targeting the most relevant success metrics and KPIs
Let’s delve deeper into these factors and look at the different processes that your team should look to implement.
1. Ensuring Good Customer Service Etiquette
When support reps speak to customers, it is very important that they are polite, empathetic and precise in the way they communicate. It’s essential for them to have the ability to break down complex technical problems and explain them in layman terms. They should also be able to put themselves in the customer’s shoes before suggesting any troubleshooting measures.
Further, different channels of communication require different etiquette rules. For example, replies via traditional communication channels like phone and email require you to be formal and elaborate, whereas newer channels like social media and live chat need you to be more conversational and precise.
A good email response
A good social media response
To inculcate good email, phone, and chat etiquette in your support agents, you should invest in the right training resources. You can hire dedicated soft skill trainers to strengthen your team’s language and writing skills. You can also document a set of best practices for each communication channel and circulate it to your team to ensure they’re familiar with the expected service standards before getting started.
Here’s a look at the metrics that you can track to get a good estimate of your team’s ability to communicate with clarity and precision:
– FCR percentage (The higher, the better) – The percentage of tickets resolved within the first contact
– CSAT (The higher, the better) – The percentage of customers who gave a positive response to your satisfaction survey
2. Honoring Service Deadlines
It goes without saying that customers expect to get …read more
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