Avoiding customer service nightmares
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Avoiding customer service nightmares

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6 Steps to avoiding customer service nightmares-Learn how to build proper processes for your customer service team to follow and avoid alienating your customer base.

6 Steps to avoiding customer service nightmares-Learn how to build proper processes for your customer service team to follow and avoid alienating your customer base.

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Avoiding customer service nightmares Avoiding customer service nightmares Presentation Transcript

  • STEPS TO AVOIDING CUSTOMER SERVICE NIGHTMARES6
  • Customer Service Nightmares can be avoided with 6 simple but critical steps
  • CREATE A CLEAR PROCESS Make sure it is obvious how to reach customer service directly via • Phone • Email • Chat or Instant Messaging 1 Have a clear process not just for clients but for customer service reps (CSRs) too!
  • EASY ACCESS TO KNOWLEDGE BASE Make sure CSRs can find the correct information quickly • Build a topic-based, structured knowledge base that is easily navigated by CSRs and customers. 2 I’ve reduced my call time by 48 seconds average since we got this new KB
  • PROVIDE A PATH Make sure your CSRs • Know when to escalate • Know when to disengage • Know when to just…listen 3 Include if/then process tables to help CSRs know when to escalate.
  • FOLLOW UP Send an confirmation email or letter after every contact outlining the process • Make this easy for CSRs • Be sure to include details and next steps 4 Include links to helpful articles in your knowledge base so customers get familiar with it.
  • CHECK IN Check back in to make sure the problem is truly resolved, ask… • Did the solution work for you? • Are there any other problems? 5 Don’t drop the ball.
  • CASE CLOSED When the problem is thoroughly resolved • Have a process in place to ask for feedback. • Close the loop by providing ways for CSRs to share solutions. 6
  • HOW CAN INFORMATION MAPPING HELP? Call us today to learn how we can help at 1-800-INFOMAP. Our consultants provide services including: • Structuring and building Knowledge Bases • Creating Policies & Procedures to streamline customer service processes • Developing job aids to guide CSRs through procedures