CUSTOMER SERVICE TEMPLATE
Policy
- A customer service policy is a written
code of conduct for employees to utilize for serving customers. It could
include how to respond to questions or deal with disgruntled customers who want
refunds. A policy can be short or it can be detailed with more than a page. The
policy may state what is expected when a certain situation occurs or
appropriate steps to take action. Typically, managers determine the policy and
include it within the employee handbook.
Procedure
- A customer service procedure is a way
of doing a routine practice. In customer service there is certain protocol that
must be taken in order to remain competitive. Finding a better or faster way of
doing something can be considered a customer service procedure. Managers are
given the responsibility of completing job performance evaluations to see where
weak links can be rectified. This leads to increased efficiency and better
customer service.
What Companies Can Do
- Companies can create better strategies
in business with ever-improving customer service policies and procedures. For
instance, policies can allow for leadership to flourish among employees.
Management can encourage this behavior with training and employee motivation
perks. The best way is by stating what is required as an employee with steps,
and rewarding the employees who meet the standards. An example of customer
service policies and procedures can be found in the reference section.
- Every company must be confident in its
customer service policies and procedures. These rules must be effective, clear
and precise according to the company product. Establishing feedback mechanisms,
polite manners and positive appearance will make any company better when
properly implemented. Managers must take time to determine priorities for
customer service policies and procedures.
Steps to Produce Your Own Defined Set of Customer Service
Objectives
- Figure Out your Target Audience: Populate your own database with information about your existing
clientele and work from it to find ways to set up the best customer service
methods and policies. - Do Market Research: In fields and industries where businesses want
to fine-tune their customer outreach processes, the kind of information
acquired through market research is like gold.
Learn how to use surveys and other market research tools to figure out
where you stand with customer service and how to improve it or make sure it
remains at a high standard. - Consider Some Mystery Shopping Situations:
Companies often hire undercover operatives to get a sense of how their
business works “in the field: in order to further develop a set of customer
service standards. This is most valuable
in companies where either a broad footprint or significant turnover allow for
more variation in the staff who will be interacting with customers on a
day-to-day basis. - Identify Core elements of Your Customer Service Standard:
Through talking to customers and doing other kinds of research, you
should be able to put together a concise list of customer service objectives
that will provide a core standard for your business, something to reach for and
achieve.
Greet and Listen:
·
Greet as if you are happy to hear from them.
Greet as if you are happy to hear from them.
·
Listen and do not respond too quickly.
Listen and do not respond too quickly.
·
Ask Clarifying questions.
Ask Clarifying questions.
Questions and Empathy
·
Ask questions to
clarify. Resist responding too soon.
Ask questions to
clarify. Resist responding too soon.
·
Empathize: We hear, we
understand and recognize the importance to them.
Empathize: We hear, we
understand and recognize the importance to them.
Address the Issue & Test:
·
Resolve the practical
aspects of the complaint. Resolved
complaints result in repeat business.
Resolve the practical
aspects of the complaint. Resolved
complaints result in repeat business.
·
Test Questions. What do you
think?
Test Questions. What do you
think?
Additional Help & Follow Through
·
What else can I do for
you? Turns the discussions away from the
complaint to something positive.
What else can I do for
you? Turns the discussions away from the
complaint to something positive.
·
Make another contact. Is
everything resolved to your satisfaction?
Make another contact. Is
everything resolved to your satisfaction?
Try Some brain-storming sessions: targeted to the right level of management, as well as feedback
from other various levels of the business, in order to glean the most natural
and best advice from all of the people involved in delivering an improved
standard of customer service.
Delegate Work Around a Customer Service Standard to Front-line
Staff: The people who are interacting with your customers the most are
the people who are most valuable when it comes time to figure out and implement
customer service standard. Listen to
them and take their ideas into account to come up with a more versatile and
effective set of customer service ideas.
Implement Your Customer Service Standard goals: When you have compiled a list of what is reasonable, come up with
common sense ways to achieve and measure these objectives.
common sense ways to achieve and measure these objectives.
The critical thinking given is commendable.
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