SlideShare a Scribd company logo
1 of 15
Download to read offline
PRODUCTIVITY HACKS
10
for customer service
BEST
PRODUCTIVITY HACKS
Brought to you by CTS Service Solutions
© Copyright 2016. CTS Service Solutions. All Rights Reserved.Service Solutions
Organizations today are stretched thin. Their teams
overwhelmed. Yet, to deliver Hero-Class® customer service,
teams must be able to address the needs of every customer.
Time is one of the most precious commodities for any
customer-facing team, and in a world or shrinking budgets, the
best way to “make” more time is to be more productive.
Are you ready to start hacking your productivity?
Productivity Is Essential to Customer
Service
1 Create and
Optimize Systems
Don’t reinvent the wheel with
every customer interaction.
Create systems that make
processes efficient and that
improve outcomes both for
customers and the organization.
Then, regularly optimize those
systems.
More on customer service scripts.
2 Use Scripts
While scripts can make reps
seem robotic, when used well,
they can save teams time.
Have scripts prepared for your
most common interactions, but
always remember, scripts are
just a starting point.
Personalize each interaction.
More on rule accretion.
3 Simplify and Purge
Processes
Processes and rules accrete
over time.
Many are no longer necessary.
Others are no longer effective.
Simplify your processes
continuously, and perform a
policy purge a few times each
year.
4 Train the Shortcuts
Often changing a process is
cumbersome, time-consuming,
or impossible in the short term.
Yet, team members often figure
out how to remove inefficiency
through shortcuts.
If someone has a two-step
method for a four-step process,
train your team on the shortcut.
5 Clean Up Your
Communication
Review all of your standard
communication for ambiguity
and potentially confusing
language.
Misunderstandings create poor
experiences and are inefficient.
Clarity is power.
Lorem ipsum dolor sit
amet, nec tamquam at.
Eu mea lobortis interes.
in eum assum dissentiet,
Etiam senserit cumid,
Here is a customer communication checklist.
6 Use Automation
Effectively
Automate— but do so tactically.
Incredible tools exist nowadays
for automating routine portions
of the customer journey.
Just make sure that automation
doesn’t denigrate the customer
experience by removing human
interaction from important
touch points.
7 Give Teams the
Right Tools
Don’t give your team hammers
when they need screwdrivers.
Technology investments are
challenging, but so is providing
Hero-Class® service with a
decade-old CRM system.
If you don’t have the budget for
upgrades, use third party tools to
bridge the gaps temporarily.
8 Keep Information
Current
Outdated information is even
worse than an outdated system
and is inherently inefficient.
Make sure your CRM system
and your team has the most up-
to-date, accurate information.
Just remember the old adage:
Garbage in; garbage out.
9 Empower Your
Teams
Empowered employees solve
more issues on the spot and do
not have to circle back with
customers or involve other team
members as often.
An empowered team is the
ultimate tool for preventing a
small issue from snowballing
into a much larger issue.
Learn more about employee empowerment.
10 Forward-Resolve
Issues
All too often reps want to click
the “resolved” box and
organizations want to decrease
ticket times. But taking the time
to address potential issues up
front saves time in the long run.
Anticipate future customer
issues through proactive
questions that elicit honest
responses.
FUTURE
PAST
© Copyright 2016. CTS Service Solutions. All Rights Reserved.Service Solutions
After you’ve hacked your
organization’s customer service,
never forget that the ultimate
source of productivity in
customer service is getting it
right the first time.
Issues that need to be fixed or
resolved are inefficient and
expend valuable resources.
Just remember..
“An ounce of
proactive service is
worth a pound of
reactive cure.”
Adam Toporek
Tweet this
Brought to you by CTS Service Solutions
ADAM
TOPOREK
Adam	
  is	
  the	
  author	
  of	
  Be	
  Your	
  Customer’s	
  Hero:	
  
Real-­‐World	
  Tips	
  &	
  Techniques	
  for	
  the	
  Service	
  Front	
  
Lines	
  (2015),	
  as	
  well	
  as	
  the	
  founder	
  of	
  the	
  popular	
  
Customers	
  That	
  Stick®	
  	
  blog.	
  
He	
  is	
  a	
  keynote	
  speaker	
  on	
  customer	
  
service	
  and	
  customer	
  experience.	
  
Adam	
  is	
  also	
  the	
  owner	
  of	
  CTS	
  
Service	
  Solutions,	
  which	
  
specializes	
  in	
  high-­‐energy	
  
customer	
  service	
  training	
  and	
  
workshops	
  that	
  teach	
  frontline	
  
teams	
  how	
  to	
  deliver	
  Hero-­‐Class®	
  
customer	
  service.	
  
GO	
  TO:	
  CustomersThatStick.com	
  
TWITTER:	
  @adamtoporek
WORKSHOPS
AND TRAINING
LEARN MORE
3 FREE
CHAPTERS
GET YOUR GIFT
Service Solutions
Clickable	
  links!

More Related Content

What's hot

How I got 2.5 Million views on Slideshare (by @nickdemey - Board of Innovation)
How I got 2.5 Million views on Slideshare (by @nickdemey - Board of Innovation)How I got 2.5 Million views on Slideshare (by @nickdemey - Board of Innovation)
How I got 2.5 Million views on Slideshare (by @nickdemey - Board of Innovation)Board of Innovation
 
24 Productivity Habits of Successful People - by @prdotco
24 Productivity Habits of Successful People - by @prdotco24 Productivity Habits of Successful People - by @prdotco
24 Productivity Habits of Successful People - by @prdotcopr.co
 
24 Time Management Hacks to Develop for Increased Productivity
24 Time Management Hacks to Develop for Increased Productivity24 Time Management Hacks to Develop for Increased Productivity
24 Time Management Hacks to Develop for Increased ProductivityIulian Olariu
 
Work Hacks : Body Language
Work Hacks : Body LanguageWork Hacks : Body Language
Work Hacks : Body LanguageInterQuest Group
 
How To Sell To Non-Believers - Turning Doubt Into Trust
How To Sell To Non-Believers - Turning Doubt Into TrustHow To Sell To Non-Believers - Turning Doubt Into Trust
How To Sell To Non-Believers - Turning Doubt Into TrustClose.io
 
The Designer's Guide to Startup Weekend
The Designer's Guide to Startup WeekendThe Designer's Guide to Startup Weekend
The Designer's Guide to Startup WeekendIryna Nezhynska
 
What Analytics Won't Tell You: Get Essential Insights for Content and Design
What Analytics Won't Tell You: Get Essential Insights for Content and DesignWhat Analytics Won't Tell You: Get Essential Insights for Content and Design
What Analytics Won't Tell You: Get Essential Insights for Content and DesignMelissa Eggleston
 
THE LAW OF ATTRACTION
THE LAW OF ATTRACTIONTHE LAW OF ATTRACTION
THE LAW OF ATTRACTIONIIM Ahmedabad
 
A Brief History of Information Design and Visual Storytelling
A Brief History of Information Design and Visual StorytellingA Brief History of Information Design and Visual Storytelling
A Brief History of Information Design and Visual StorytellingJESS3
 
How To Step Up In Your Career in 2016
How To Step Up In Your Career in 2016 How To Step Up In Your Career in 2016
How To Step Up In Your Career in 2016 Liz Ryan
 
10 Practical Ways to Be More Efficient at Work
10 Practical Ways to Be More Efficient at Work10 Practical Ways to Be More Efficient at Work
10 Practical Ways to Be More Efficient at WorkWeekdone.com
 
The Storyteller's Secret: 3 Keys to Mastering Storytelling to Win Hearts and ...
The Storyteller's Secret: 3 Keys to Mastering Storytelling to Win Hearts and ...The Storyteller's Secret: 3 Keys to Mastering Storytelling to Win Hearts and ...
The Storyteller's Secret: 3 Keys to Mastering Storytelling to Win Hearts and ...Carmine Gallo
 
The Importance of Employee Feedback - CU Suggestions
The Importance of Employee Feedback  - CU SuggestionsThe Importance of Employee Feedback  - CU Suggestions
The Importance of Employee Feedback - CU Suggestionscusuggestion
 
Making Slides that Rock and Resonate
Making Slides that Rock and ResonateMaking Slides that Rock and Resonate
Making Slides that Rock and ResonateBrian Sullivan
 
20 Quotes To Turn Your Obstacles Into Opportunities
20 Quotes To Turn Your Obstacles Into Opportunities20 Quotes To Turn Your Obstacles Into Opportunities
20 Quotes To Turn Your Obstacles Into OpportunitiesRyan Holiday
 
9 most important milestones in a network marketers career
9 most important milestones in a network marketers career9 most important milestones in a network marketers career
9 most important milestones in a network marketers careerMLMSuccessPodcast
 
The Pixar Way: 37 Quotes on Developing and Maintaining a Creative Company (fr...
The Pixar Way: 37 Quotes on Developing and Maintaining a Creative Company (fr...The Pixar Way: 37 Quotes on Developing and Maintaining a Creative Company (fr...
The Pixar Way: 37 Quotes on Developing and Maintaining a Creative Company (fr...Palo Alto Software
 
31+ Startup Tools, Both Online & Offline
31+ Startup Tools, Both Online & Offline31+ Startup Tools, Both Online & Offline
31+ Startup Tools, Both Online & OfflinePixc
 
Human-Centric Storytelling in Business
Human-Centric Storytelling in BusinessHuman-Centric Storytelling in Business
Human-Centric Storytelling in BusinessKubo Finland
 
5 Tips for Presenting to Executives
5 Tips for Presenting to Executives5 Tips for Presenting to Executives
5 Tips for Presenting to Executivesspeakingppt
 

What's hot (20)

How I got 2.5 Million views on Slideshare (by @nickdemey - Board of Innovation)
How I got 2.5 Million views on Slideshare (by @nickdemey - Board of Innovation)How I got 2.5 Million views on Slideshare (by @nickdemey - Board of Innovation)
How I got 2.5 Million views on Slideshare (by @nickdemey - Board of Innovation)
 
24 Productivity Habits of Successful People - by @prdotco
24 Productivity Habits of Successful People - by @prdotco24 Productivity Habits of Successful People - by @prdotco
24 Productivity Habits of Successful People - by @prdotco
 
24 Time Management Hacks to Develop for Increased Productivity
24 Time Management Hacks to Develop for Increased Productivity24 Time Management Hacks to Develop for Increased Productivity
24 Time Management Hacks to Develop for Increased Productivity
 
Work Hacks : Body Language
Work Hacks : Body LanguageWork Hacks : Body Language
Work Hacks : Body Language
 
How To Sell To Non-Believers - Turning Doubt Into Trust
How To Sell To Non-Believers - Turning Doubt Into TrustHow To Sell To Non-Believers - Turning Doubt Into Trust
How To Sell To Non-Believers - Turning Doubt Into Trust
 
The Designer's Guide to Startup Weekend
The Designer's Guide to Startup WeekendThe Designer's Guide to Startup Weekend
The Designer's Guide to Startup Weekend
 
What Analytics Won't Tell You: Get Essential Insights for Content and Design
What Analytics Won't Tell You: Get Essential Insights for Content and DesignWhat Analytics Won't Tell You: Get Essential Insights for Content and Design
What Analytics Won't Tell You: Get Essential Insights for Content and Design
 
THE LAW OF ATTRACTION
THE LAW OF ATTRACTIONTHE LAW OF ATTRACTION
THE LAW OF ATTRACTION
 
A Brief History of Information Design and Visual Storytelling
A Brief History of Information Design and Visual StorytellingA Brief History of Information Design and Visual Storytelling
A Brief History of Information Design and Visual Storytelling
 
How To Step Up In Your Career in 2016
How To Step Up In Your Career in 2016 How To Step Up In Your Career in 2016
How To Step Up In Your Career in 2016
 
10 Practical Ways to Be More Efficient at Work
10 Practical Ways to Be More Efficient at Work10 Practical Ways to Be More Efficient at Work
10 Practical Ways to Be More Efficient at Work
 
The Storyteller's Secret: 3 Keys to Mastering Storytelling to Win Hearts and ...
The Storyteller's Secret: 3 Keys to Mastering Storytelling to Win Hearts and ...The Storyteller's Secret: 3 Keys to Mastering Storytelling to Win Hearts and ...
The Storyteller's Secret: 3 Keys to Mastering Storytelling to Win Hearts and ...
 
The Importance of Employee Feedback - CU Suggestions
The Importance of Employee Feedback  - CU SuggestionsThe Importance of Employee Feedback  - CU Suggestions
The Importance of Employee Feedback - CU Suggestions
 
Making Slides that Rock and Resonate
Making Slides that Rock and ResonateMaking Slides that Rock and Resonate
Making Slides that Rock and Resonate
 
20 Quotes To Turn Your Obstacles Into Opportunities
20 Quotes To Turn Your Obstacles Into Opportunities20 Quotes To Turn Your Obstacles Into Opportunities
20 Quotes To Turn Your Obstacles Into Opportunities
 
9 most important milestones in a network marketers career
9 most important milestones in a network marketers career9 most important milestones in a network marketers career
9 most important milestones in a network marketers career
 
The Pixar Way: 37 Quotes on Developing and Maintaining a Creative Company (fr...
The Pixar Way: 37 Quotes on Developing and Maintaining a Creative Company (fr...The Pixar Way: 37 Quotes on Developing and Maintaining a Creative Company (fr...
The Pixar Way: 37 Quotes on Developing and Maintaining a Creative Company (fr...
 
31+ Startup Tools, Both Online & Offline
31+ Startup Tools, Both Online & Offline31+ Startup Tools, Both Online & Offline
31+ Startup Tools, Both Online & Offline
 
Human-Centric Storytelling in Business
Human-Centric Storytelling in BusinessHuman-Centric Storytelling in Business
Human-Centric Storytelling in Business
 
5 Tips for Presenting to Executives
5 Tips for Presenting to Executives5 Tips for Presenting to Executives
5 Tips for Presenting to Executives
 

Viewers also liked (12)

Brics presentation
Brics presentationBrics presentation
Brics presentation
 
Brics
BricsBrics
Brics
 
Trabalho de Geografia - BRICS
Trabalho de Geografia - BRICSTrabalho de Geografia - BRICS
Trabalho de Geografia - BRICS
 
BRICS
BRICSBRICS
BRICS
 
Brics ppt
Brics pptBrics ppt
Brics ppt
 
Brics
BricsBrics
Brics
 
BRICS
BRICSBRICS
BRICS
 
BRICS Nations
BRICS NationsBRICS Nations
BRICS Nations
 
5 minute presentations
5 minute presentations5 minute presentations
5 minute presentations
 
Brics best ppt
Brics best pptBrics best ppt
Brics best ppt
 
Brics ppt
Brics pptBrics ppt
Brics ppt
 
Why Marketing should care about Entertainment
Why Marketing should care about EntertainmentWhy Marketing should care about Entertainment
Why Marketing should care about Entertainment
 

Similar to 10 Best Productivity Hacks for Customer Service

How to Make Customer Service Automation Work for You
How to Make Customer Service Automation Work for YouHow to Make Customer Service Automation Work for You
How to Make Customer Service Automation Work for YouSharyn Sheldon
 
Artificial intelligence for Recruitment
Artificial intelligence for RecruitmentArtificial intelligence for Recruitment
Artificial intelligence for RecruitmentRohit Gupta
 
MAS creating a CRM playbook ebook
MAS creating a CRM playbook ebookMAS creating a CRM playbook ebook
MAS creating a CRM playbook ebookGary Perkins
 
Sales Team CRM adoption problem and 8 ideas to reduce or resolve this issue
Sales Team CRM adoption problem and 8 ideas to reduce or resolve this issueSales Team CRM adoption problem and 8 ideas to reduce or resolve this issue
Sales Team CRM adoption problem and 8 ideas to reduce or resolve this issueGary Perkins
 
Deltek Agency Management: Increase Efficiency and Profitability
Deltek Agency Management: Increase Efficiency and ProfitabilityDeltek Agency Management: Increase Efficiency and Profitability
Deltek Agency Management: Increase Efficiency and ProfitabilityCallum Broderick
 
Success with on line CRM
Success with on line CRMSuccess with on line CRM
Success with on line CRMJames Bogue
 
Don’t rage against the RPA machine. Why the real robotics revolution requires...
Don’t rage against the RPA machine. Why the real robotics revolution requires...Don’t rage against the RPA machine. Why the real robotics revolution requires...
Don’t rage against the RPA machine. Why the real robotics revolution requires...OEE Consulting
 
The Great Customer Experience
The Great Customer ExperienceThe Great Customer Experience
The Great Customer ExperienceTue Søttrup
 
Get the most out of your crm
Get the most out of your crmGet the most out of your crm
Get the most out of your crmAlan Maites
 
Everything Guide to Choosing the Right CRM
Everything Guide to Choosing the Right CRMEverything Guide to Choosing the Right CRM
Everything Guide to Choosing the Right CRMScott Voss
 
Avoid the 7 Stages of ERP Grief
Avoid the 7 Stages of ERP GriefAvoid the 7 Stages of ERP Grief
Avoid the 7 Stages of ERP GriefPaul Marry
 
Proceedit 20121217 top 10 end customer objections and how to face them succes...
Proceedit 20121217 top 10 end customer objections and how to face them succes...Proceedit 20121217 top 10 end customer objections and how to face them succes...
Proceedit 20121217 top 10 end customer objections and how to face them succes...Josep Mª Cos i Riera
 
Business Process Automation Solutions Powerpoint Presentation Slides
Business Process Automation Solutions Powerpoint Presentation SlidesBusiness Process Automation Solutions Powerpoint Presentation Slides
Business Process Automation Solutions Powerpoint Presentation SlidesSlideTeam
 
9 Ways to Empower Your Employees
9 Ways to Empower Your Employees9 Ways to Empower Your Employees
9 Ways to Empower Your EmployeesAdam Toporek
 
Building a Business Case for Replacing Your Call Center ACD
Building a Business Case for Replacing Your Call Center ACDBuilding a Business Case for Replacing Your Call Center ACD
Building a Business Case for Replacing Your Call Center ACDGenesys
 
How to Get the Most Out of Your Agency Management System
How to Get the Most Out of Your Agency Management System How to Get the Most Out of Your Agency Management System
How to Get the Most Out of Your Agency Management System Strategic Insurance Software
 

Similar to 10 Best Productivity Hacks for Customer Service (20)

How to Make Customer Service Automation Work for You
How to Make Customer Service Automation Work for YouHow to Make Customer Service Automation Work for You
How to Make Customer Service Automation Work for You
 
Artificial intelligence for Recruitment
Artificial intelligence for RecruitmentArtificial intelligence for Recruitment
Artificial intelligence for Recruitment
 
CCNS Webinar
CCNS WebinarCCNS Webinar
CCNS Webinar
 
10 Ways to Stop Service Revenue Leakage
10 Ways to Stop Service Revenue Leakage10 Ways to Stop Service Revenue Leakage
10 Ways to Stop Service Revenue Leakage
 
MAS creating a CRM playbook ebook
MAS creating a CRM playbook ebookMAS creating a CRM playbook ebook
MAS creating a CRM playbook ebook
 
Sales Team CRM adoption problem and 8 ideas to reduce or resolve this issue
Sales Team CRM adoption problem and 8 ideas to reduce or resolve this issueSales Team CRM adoption problem and 8 ideas to reduce or resolve this issue
Sales Team CRM adoption problem and 8 ideas to reduce or resolve this issue
 
Deltek Agency Management: Increase Efficiency and Profitability
Deltek Agency Management: Increase Efficiency and ProfitabilityDeltek Agency Management: Increase Efficiency and Profitability
Deltek Agency Management: Increase Efficiency and Profitability
 
Success with on line CRM
Success with on line CRMSuccess with on line CRM
Success with on line CRM
 
Don’t rage against the RPA machine. Why the real robotics revolution requires...
Don’t rage against the RPA machine. Why the real robotics revolution requires...Don’t rage against the RPA machine. Why the real robotics revolution requires...
Don’t rage against the RPA machine. Why the real robotics revolution requires...
 
The Great Customer Experience
The Great Customer ExperienceThe Great Customer Experience
The Great Customer Experience
 
7 tips for better requirements management
7 tips for better requirements management7 tips for better requirements management
7 tips for better requirements management
 
Get the most out of your crm
Get the most out of your crmGet the most out of your crm
Get the most out of your crm
 
Everything Guide to Choosing the Right CRM
Everything Guide to Choosing the Right CRMEverything Guide to Choosing the Right CRM
Everything Guide to Choosing the Right CRM
 
Avoid the 7 Stages of ERP Grief
Avoid the 7 Stages of ERP GriefAvoid the 7 Stages of ERP Grief
Avoid the 7 Stages of ERP Grief
 
Proceedit 20121217 top 10 end customer objections and how to face them succes...
Proceedit 20121217 top 10 end customer objections and how to face them succes...Proceedit 20121217 top 10 end customer objections and how to face them succes...
Proceedit 20121217 top 10 end customer objections and how to face them succes...
 
Business Process Automation Solutions Powerpoint Presentation Slides
Business Process Automation Solutions Powerpoint Presentation SlidesBusiness Process Automation Solutions Powerpoint Presentation Slides
Business Process Automation Solutions Powerpoint Presentation Slides
 
Scailing CX Playbook - Chattermill
Scailing CX Playbook - ChattermillScailing CX Playbook - Chattermill
Scailing CX Playbook - Chattermill
 
9 Ways to Empower Your Employees
9 Ways to Empower Your Employees9 Ways to Empower Your Employees
9 Ways to Empower Your Employees
 
Building a Business Case for Replacing Your Call Center ACD
Building a Business Case for Replacing Your Call Center ACDBuilding a Business Case for Replacing Your Call Center ACD
Building a Business Case for Replacing Your Call Center ACD
 
How to Get the Most Out of Your Agency Management System
How to Get the Most Out of Your Agency Management System How to Get the Most Out of Your Agency Management System
How to Get the Most Out of Your Agency Management System
 

Recently uploaded

KREATIVAN TECHNOLOGY IS THE BEST DIGITAL COMPANY IN CHANDIGARH
KREATIVAN TECHNOLOGY IS THE BEST DIGITAL COMPANY IN CHANDIGARHKREATIVAN TECHNOLOGY IS THE BEST DIGITAL COMPANY IN CHANDIGARH
KREATIVAN TECHNOLOGY IS THE BEST DIGITAL COMPANY IN CHANDIGARHKreativan Technologies
 
Love problem soulation talaq ka Amil amliyat online istikhara online Mohabbat...
Love problem soulation talaq ka Amil amliyat online istikhara online Mohabbat...Love problem soulation talaq ka Amil amliyat online istikhara online Mohabbat...
Love problem soulation talaq ka Amil amliyat online istikhara online Mohabbat...dilawarshahuk
 
cloudstudioアプローチ別営業資料202403_en (1) (2).pptx
cloudstudioアプローチ別営業資料202403_en (1) (2).pptxcloudstudioアプローチ別営業資料202403_en (1) (2).pptx
cloudstudioアプローチ別営業資料202403_en (1) (2).pptxcomworks
 
Balancing Sexual Desires for a Happier Relationship_ An Astrological Perspect...
Balancing Sexual Desires for a Happier Relationship_ An Astrological Perspect...Balancing Sexual Desires for a Happier Relationship_ An Astrological Perspect...
Balancing Sexual Desires for a Happier Relationship_ An Astrological Perspect...shubhamaapkikismat
 
Protecting your business: staying compliant with NFPA codes
Protecting your business: staying compliant with NFPA codesProtecting your business: staying compliant with NFPA codes
Protecting your business: staying compliant with NFPA codesStartech Engineering
 
Dubai Call Girls Riri O525547819 Call Girls Dubai
Dubai Call Girls Riri O525547819 Call Girls DubaiDubai Call Girls Riri O525547819 Call Girls Dubai
Dubai Call Girls Riri O525547819 Call Girls Dubaikojalkojal131
 
What is the role of automation in service cloud
What is the role of automation in service cloudWhat is the role of automation in service cloud
What is the role of automation in service cloudNaresh Gupta
 
Amil Baba In Pakistan Authentic Amil In pakistan Best Amil In Pak
Amil Baba In Pakistan Authentic Amil In pakistan Best Amil In PakAmil Baba In Pakistan Authentic Amil In pakistan Best Amil In Pak
Amil Baba In Pakistan Authentic Amil In pakistan Best Amil In Pakdilawarshahuk
 
Create a fire prevention plan with a suppression engineer
Create a fire prevention plan with a suppression engineerCreate a fire prevention plan with a suppression engineer
Create a fire prevention plan with a suppression engineerStartech Engineering
 
No-1 Call Girls In North Goa Panaji 98998 VIP 855202 Escort service In North Goa
No-1 Call Girls In North Goa Panaji 98998 VIP 855202 Escort service In North GoaNo-1 Call Girls In North Goa Panaji 98998 VIP 855202 Escort service In North Goa
No-1 Call Girls In North Goa Panaji 98998 VIP 855202 Escort service In North Goadelhincr993
 
ADMI: Bridging Dealer & OEM - Capabilities Deck
ADMI: Bridging Dealer & OEM - Capabilities DeckADMI: Bridging Dealer & OEM - Capabilities Deck
ADMI: Bridging Dealer & OEM - Capabilities DeckADMI
 
Boost Your Brand with Professional Digital Marketing Company in Noida
Boost Your Brand with Professional Digital Marketing Company in NoidaBoost Your Brand with Professional Digital Marketing Company in Noida
Boost Your Brand with Professional Digital Marketing Company in NoidaWAFI Media Marketing Solutions
 
Buy Facebook Marketing Services in Delhi - IndianLikes.com
Buy Facebook Marketing Services in Delhi - IndianLikes.comBuy Facebook Marketing Services in Delhi - IndianLikes.com
Buy Facebook Marketing Services in Delhi - IndianLikes.comSagar Sinha
 
Top SEO Services In India | Paid | Organic Search Results | Egiz Solution
Top SEO Services In India | Paid | Organic Search Results | Egiz SolutionTop SEO Services In India | Paid | Organic Search Results | Egiz Solution
Top SEO Services In India | Paid | Organic Search Results | Egiz SolutionEgiz Solution
 
Online Dating Precautions How Background Checks Can Safeguard You
Online Dating Precautions How Background Checks Can Safeguard YouOnline Dating Precautions How Background Checks Can Safeguard You
Online Dating Precautions How Background Checks Can Safeguard Youaffordablebackgroundchecks
 
Pros and Cons of Being a Fashion Designer.pdf
Pros and Cons of Being a Fashion Designer.pdfPros and Cons of Being a Fashion Designer.pdf
Pros and Cons of Being a Fashion Designer.pdfEdumystic Institiute
 
EDITAL DE PROCESSO SELETIVO 001-2024.pdf
EDITAL DE PROCESSO SELETIVO 001-2024.pdfEDITAL DE PROCESSO SELETIVO 001-2024.pdf
EDITAL DE PROCESSO SELETIVO 001-2024.pdfJessicaRosso2
 
10.National Rural Employment Programme.pptx
10.National Rural Employment Programme.pptx10.National Rural Employment Programme.pptx
10.National Rural Employment Programme.pptxBoobalanBala12
 

Recently uploaded (20)

KREATIVAN TECHNOLOGY IS THE BEST DIGITAL COMPANY IN CHANDIGARH
KREATIVAN TECHNOLOGY IS THE BEST DIGITAL COMPANY IN CHANDIGARHKREATIVAN TECHNOLOGY IS THE BEST DIGITAL COMPANY IN CHANDIGARH
KREATIVAN TECHNOLOGY IS THE BEST DIGITAL COMPANY IN CHANDIGARH
 
Love problem soulation talaq ka Amil amliyat online istikhara online Mohabbat...
Love problem soulation talaq ka Amil amliyat online istikhara online Mohabbat...Love problem soulation talaq ka Amil amliyat online istikhara online Mohabbat...
Love problem soulation talaq ka Amil amliyat online istikhara online Mohabbat...
 
How to Get into the NUS MBA Program? Explore
How to Get into the NUS MBA Program? ExploreHow to Get into the NUS MBA Program? Explore
How to Get into the NUS MBA Program? Explore
 
cloudstudioアプローチ別営業資料202403_en (1) (2).pptx
cloudstudioアプローチ別営業資料202403_en (1) (2).pptxcloudstudioアプローチ別営業資料202403_en (1) (2).pptx
cloudstudioアプローチ別営業資料202403_en (1) (2).pptx
 
Balancing Sexual Desires for a Happier Relationship_ An Astrological Perspect...
Balancing Sexual Desires for a Happier Relationship_ An Astrological Perspect...Balancing Sexual Desires for a Happier Relationship_ An Astrological Perspect...
Balancing Sexual Desires for a Happier Relationship_ An Astrological Perspect...
 
Protecting your business: staying compliant with NFPA codes
Protecting your business: staying compliant with NFPA codesProtecting your business: staying compliant with NFPA codes
Protecting your business: staying compliant with NFPA codes
 
Dubai Call Girls Riri O525547819 Call Girls Dubai
Dubai Call Girls Riri O525547819 Call Girls DubaiDubai Call Girls Riri O525547819 Call Girls Dubai
Dubai Call Girls Riri O525547819 Call Girls Dubai
 
What is the role of automation in service cloud
What is the role of automation in service cloudWhat is the role of automation in service cloud
What is the role of automation in service cloud
 
Amil Baba In Pakistan Authentic Amil In pakistan Best Amil In Pak
Amil Baba In Pakistan Authentic Amil In pakistan Best Amil In PakAmil Baba In Pakistan Authentic Amil In pakistan Best Amil In Pak
Amil Baba In Pakistan Authentic Amil In pakistan Best Amil In Pak
 
Create a fire prevention plan with a suppression engineer
Create a fire prevention plan with a suppression engineerCreate a fire prevention plan with a suppression engineer
Create a fire prevention plan with a suppression engineer
 
No-1 Call Girls In North Goa Panaji 98998 VIP 855202 Escort service In North Goa
No-1 Call Girls In North Goa Panaji 98998 VIP 855202 Escort service In North GoaNo-1 Call Girls In North Goa Panaji 98998 VIP 855202 Escort service In North Goa
No-1 Call Girls In North Goa Panaji 98998 VIP 855202 Escort service In North Goa
 
Staurt Earl - ARCC Programme for APM Awards.pptx
Staurt Earl - ARCC Programme for APM Awards.pptxStaurt Earl - ARCC Programme for APM Awards.pptx
Staurt Earl - ARCC Programme for APM Awards.pptx
 
ADMI: Bridging Dealer & OEM - Capabilities Deck
ADMI: Bridging Dealer & OEM - Capabilities DeckADMI: Bridging Dealer & OEM - Capabilities Deck
ADMI: Bridging Dealer & OEM - Capabilities Deck
 
Boost Your Brand with Professional Digital Marketing Company in Noida
Boost Your Brand with Professional Digital Marketing Company in NoidaBoost Your Brand with Professional Digital Marketing Company in Noida
Boost Your Brand with Professional Digital Marketing Company in Noida
 
Buy Facebook Marketing Services in Delhi - IndianLikes.com
Buy Facebook Marketing Services in Delhi - IndianLikes.comBuy Facebook Marketing Services in Delhi - IndianLikes.com
Buy Facebook Marketing Services in Delhi - IndianLikes.com
 
Top SEO Services In India | Paid | Organic Search Results | Egiz Solution
Top SEO Services In India | Paid | Organic Search Results | Egiz SolutionTop SEO Services In India | Paid | Organic Search Results | Egiz Solution
Top SEO Services In India | Paid | Organic Search Results | Egiz Solution
 
Online Dating Precautions How Background Checks Can Safeguard You
Online Dating Precautions How Background Checks Can Safeguard YouOnline Dating Precautions How Background Checks Can Safeguard You
Online Dating Precautions How Background Checks Can Safeguard You
 
Pros and Cons of Being a Fashion Designer.pdf
Pros and Cons of Being a Fashion Designer.pdfPros and Cons of Being a Fashion Designer.pdf
Pros and Cons of Being a Fashion Designer.pdf
 
EDITAL DE PROCESSO SELETIVO 001-2024.pdf
EDITAL DE PROCESSO SELETIVO 001-2024.pdfEDITAL DE PROCESSO SELETIVO 001-2024.pdf
EDITAL DE PROCESSO SELETIVO 001-2024.pdf
 
10.National Rural Employment Programme.pptx
10.National Rural Employment Programme.pptx10.National Rural Employment Programme.pptx
10.National Rural Employment Programme.pptx
 

10 Best Productivity Hacks for Customer Service

  • 1. PRODUCTIVITY HACKS 10 for customer service BEST PRODUCTIVITY HACKS
  • 2. Brought to you by CTS Service Solutions © Copyright 2016. CTS Service Solutions. All Rights Reserved.Service Solutions Organizations today are stretched thin. Their teams overwhelmed. Yet, to deliver Hero-Class® customer service, teams must be able to address the needs of every customer. Time is one of the most precious commodities for any customer-facing team, and in a world or shrinking budgets, the best way to “make” more time is to be more productive. Are you ready to start hacking your productivity? Productivity Is Essential to Customer Service
  • 3. 1 Create and Optimize Systems Don’t reinvent the wheel with every customer interaction. Create systems that make processes efficient and that improve outcomes both for customers and the organization. Then, regularly optimize those systems.
  • 4. More on customer service scripts. 2 Use Scripts While scripts can make reps seem robotic, when used well, they can save teams time. Have scripts prepared for your most common interactions, but always remember, scripts are just a starting point. Personalize each interaction.
  • 5. More on rule accretion. 3 Simplify and Purge Processes Processes and rules accrete over time. Many are no longer necessary. Others are no longer effective. Simplify your processes continuously, and perform a policy purge a few times each year.
  • 6. 4 Train the Shortcuts Often changing a process is cumbersome, time-consuming, or impossible in the short term. Yet, team members often figure out how to remove inefficiency through shortcuts. If someone has a two-step method for a four-step process, train your team on the shortcut.
  • 7. 5 Clean Up Your Communication Review all of your standard communication for ambiguity and potentially confusing language. Misunderstandings create poor experiences and are inefficient. Clarity is power. Lorem ipsum dolor sit amet, nec tamquam at. Eu mea lobortis interes. in eum assum dissentiet, Etiam senserit cumid, Here is a customer communication checklist.
  • 8. 6 Use Automation Effectively Automate— but do so tactically. Incredible tools exist nowadays for automating routine portions of the customer journey. Just make sure that automation doesn’t denigrate the customer experience by removing human interaction from important touch points.
  • 9. 7 Give Teams the Right Tools Don’t give your team hammers when they need screwdrivers. Technology investments are challenging, but so is providing Hero-Class® service with a decade-old CRM system. If you don’t have the budget for upgrades, use third party tools to bridge the gaps temporarily.
  • 10. 8 Keep Information Current Outdated information is even worse than an outdated system and is inherently inefficient. Make sure your CRM system and your team has the most up- to-date, accurate information. Just remember the old adage: Garbage in; garbage out.
  • 11. 9 Empower Your Teams Empowered employees solve more issues on the spot and do not have to circle back with customers or involve other team members as often. An empowered team is the ultimate tool for preventing a small issue from snowballing into a much larger issue. Learn more about employee empowerment.
  • 12. 10 Forward-Resolve Issues All too often reps want to click the “resolved” box and organizations want to decrease ticket times. But taking the time to address potential issues up front saves time in the long run. Anticipate future customer issues through proactive questions that elicit honest responses. FUTURE PAST
  • 13. © Copyright 2016. CTS Service Solutions. All Rights Reserved.Service Solutions After you’ve hacked your organization’s customer service, never forget that the ultimate source of productivity in customer service is getting it right the first time. Issues that need to be fixed or resolved are inefficient and expend valuable resources. Just remember.. “An ounce of proactive service is worth a pound of reactive cure.” Adam Toporek Tweet this Brought to you by CTS Service Solutions
  • 14. ADAM TOPOREK Adam  is  the  author  of  Be  Your  Customer’s  Hero:   Real-­‐World  Tips  &  Techniques  for  the  Service  Front   Lines  (2015),  as  well  as  the  founder  of  the  popular   Customers  That  Stick®    blog.   He  is  a  keynote  speaker  on  customer   service  and  customer  experience.   Adam  is  also  the  owner  of  CTS   Service  Solutions,  which   specializes  in  high-­‐energy   customer  service  training  and   workshops  that  teach  frontline   teams  how  to  deliver  Hero-­‐Class®   customer  service.  
  • 15. GO  TO:  CustomersThatStick.com   TWITTER:  @adamtoporek WORKSHOPS AND TRAINING LEARN MORE 3 FREE CHAPTERS GET YOUR GIFT Service Solutions Clickable  links!