How to Improve Your Company's Customer Service

Before we can improve the existing customer service, let's define the term: "Customer Service":

"Customer service is the provision of service to customers before, during and after a purchase." (English Wikipedia)

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The tips in this article are the principles of excellent customer service, I suggest you to take a look in your company's customer service and see the differences between GOOD and EXCELLENT customer service.

Let them feel that you care, ask them about the service. It can be done through surveys, random calls or any other method that you think of. The service representative is the person that will accompany the client during the customer service process. That means that the representative should love people, care for them. As simple as that sounds, it makes the whole service process easier both for the representative and both to the customer. Offer frequent training programs. Those outsourced training programs usually include simulations of possible scenarios that the representative should know how to deal with. Ongoing training will make your employees know more and more customer-oriented practices and possible behaviors. Surprise your customers! You probably know the good feeling that comes along a nice surprise that someone gave you in the moment you didn't expect it. Keep them off guard! Give your representatives the authority to take difficult decisions by themselves, let them feel that you trust them, they'll be more confident and it will reflect the whole process. Other than that, the managers' time is important and should be kept to the real hard cases. Personalize their experience. You can use a CRM which stores their info along with previous issues and other useful data that can be used to personalize their experience. Customer service can be done without your employees, if you create a client portal. A client portal will allow your customers to track progress, submit support tickets and check bills online. Creating a website like that can cost you from 500$ to 15,000$, depends on your provider and specifications. Make sure that the documentation is clear enough. Support is usually given after the customer has read the documentation, hiring the correct technical writer will produce a nice, clear and user-friendly documentation and manual that will reduce the number of calls that your support center would get. Keep appropriate telephone and email etiquette. More about email etiquette can be found in my article.

Those were the top 9 principles of an EXCELLENT customer support, if your customer have those tips, you can sit back and announce: "I have the best customer service department".

How to Improve Your Company's Customer Service

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