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.

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Avoiding customer service nightmares

  1. 1. STEPS TO AVOIDING CUSTOMER SERVICE NIGHTMARES6
  2. 2. Customer Service Nightmares can be avoided with 6 simple but critical steps
  3. 3. 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!
  4. 4. 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
  5. 5. 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.
  6. 6. 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.
  7. 7. 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.
  8. 8. 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
  9. 9. 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

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