In my earlier Blogs, I wrote about how Powerful a Customer Support Center
is and shared the various Career option available in Customer Support
Department. Now in this blog, I would share various techniques to provide better
Customer Support services.
is and shared the various Career option available in Customer Support
Department. Now in this blog, I would share various techniques to provide better
Customer Support services.
1.
Create a Strategy & High-Level
Plan of Implementation:
Create a Strategy & High-Level
Plan of Implementation:
Every Customer
Support department should have a strategy to provide customer support to their
clients. If you don’t have a strategy it means you are taking a trip without
knowing the destination. There should be proper planning related to People,
Process and technology, so that the organization knows where they are moving on
to provide consistent support without impacting the Business Goal &
Customer Experience.
Support department should have a strategy to provide customer support to their
clients. If you don’t have a strategy it means you are taking a trip without
knowing the destination. There should be proper planning related to People,
Process and technology, so that the organization knows where they are moving on
to provide consistent support without impacting the Business Goal &
Customer Experience.
2.
Getting the Right Technology: Once
the department has a strategy, they should then select the right technology
which fits their process and workflow to meet the customer experience strategy.
Getting the Right Technology: Once
the department has a strategy, they should then select the right technology
which fits their process and workflow to meet the customer experience strategy.
3.
Ensuring that Support Employees have
Product & Process Knowledge:
Ensuring that Support Employees have
Product & Process Knowledge:
Every Customer Support Department
should have a process set up to cross-train their employees about their Product
& Services daily. Many times organization just Train Employees in the beginning
but later they don’t check if Employee is having Effective Product knowledge
and in the journey, we never know where they stand, so setting up a process in
which you can measure Agent Product knowledge and skillset is important and
based on that you can identify areas of improvement in the Agent and set cross-training to improve their performance. Many organizations conduct
Product knowledge Test for Employees and they map Agent Product test score with their
Incentive score & annual reviews, so that Agents are more serious about their performance. It is highly recommended to do this, and it works.
should have a process set up to cross-train their employees about their Product
& Services daily. Many times organization just Train Employees in the beginning
but later they don’t check if Employee is having Effective Product knowledge
and in the journey, we never know where they stand, so setting up a process in
which you can measure Agent Product knowledge and skillset is important and
based on that you can identify areas of improvement in the Agent and set cross-training to improve their performance. Many organizations conduct
Product knowledge Test for Employees and they map Agent Product test score with their
Incentive score & annual reviews, so that Agents are more serious about their performance. It is highly recommended to do this, and it works.
4.
Setting Performance Goal for the Department
& Support Agent:
Setting Performance Goal for the Department
& Support Agent:
If you don’t measure you cannot
manage the Customer Support Experience. That is why it is always suggested to
set a clear goal for Customer Support Organization and as well as for their
Employee related to SLA & Customer Satisfaction score. Once the Goal is set
it can be measured and can be held accountable for performance and that will increase
the Customer Experience and Loyalty and this way the entire Department can be
managed like Business to deliver to Customers.
manage the Customer Support Experience. That is why it is always suggested to
set a clear goal for Customer Support Organization and as well as for their
Employee related to SLA & Customer Satisfaction score. Once the Goal is set
it can be measured and can be held accountable for performance and that will increase
the Customer Experience and Loyalty and this way the entire Department can be
managed like Business to deliver to Customers.
5.
Setting a Feedback Mechanism for the
Customer:
Setting a Feedback Mechanism for the
Customer:
Always Customer Support Organization should try to create a process for their
staff to feedback what is important to their customers while they speak to, always
remember they have their finger on the customer’s pulse and correctly know what
the Customer’s needs are.
staff to feedback what is important to their customers while they speak to, always
remember they have their finger on the customer’s pulse and correctly know what
the Customer’s needs are.
6.
Listening & Talking to the
customer:
Listening & Talking to the
customer:
Always let your customer talk and
show him that we are listening by making the appropriate responses, such as
suggesting how to solve the problem. There is nothing more annoying for a
customer than discovering that that person hasn’t been paying attention and
needs to have it explained again.
show him that we are listening by making the appropriate responses, such as
suggesting how to solve the problem. There is nothing more annoying for a
customer than discovering that that person hasn’t been paying attention and
needs to have it explained again.
It is always suggested to
consistently speak with customers because while doing that we will understand
their requirements & needs and accordingly we can ensure that those are
meet and then they can become a Loyal customer. The best way is giving a call
to them once in a month and engaging with them so that they feel that they are
valued and they use our service. This will ensure that the Customer Lifetime
Value can be increased.
consistently speak with customers because while doing that we will understand
their requirements & needs and accordingly we can ensure that those are
meet and then they can become a Loyal customer. The best way is giving a call
to them once in a month and engaging with them so that they feel that they are
valued and they use our service. This will ensure that the Customer Lifetime
Value can be increased.
7.
Setting a Career Path:
Setting a Career Path:
Every Customer Support organization must set a Career pathway for their Employee so that they know
where they are standing now and how they can move on to the next level in certain
given duration. Many times we see a significant attrition rate in Customer
Support department because of lack of Career pathway. If there is no career
Pathway Customer Support Agents will not get excited and motivated and that can
have an impact on Customer Interaction and bad experience because of the lack of self
motivation.
where they are standing now and how they can move on to the next level in certain
given duration. Many times we see a significant attrition rate in Customer
Support department because of lack of Career pathway. If there is no career
Pathway Customer Support Agents will not get excited and motivated and that can
have an impact on Customer Interaction and bad experience because of the lack of self
motivation.
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Thanks for the wonderful tips guys. A great last impression and maintain a positive attitude. Good customer support comes from mixing technology with the human touch. Offering a timely response correct customers the right way. I would like to share these tips with my friends on https://www.elevate.com.au/. Keep sharing!
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