Friday, October 4, 2019

Top 7 Ways to manage Customer Support & Services Effectively




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.

1.       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.

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.



3.       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.


4.       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.

5.       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.

6.       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.
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.

7.       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.










6 comments:

  1. 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!

    ReplyDelete
  2. Before using the IT Support services it is mendatory to know that how they can make useful for our business and grow it fastly. The information you shared such a milestone to know the importance of IT Support Services in small business. Very appreciative post! Thanks.

    ReplyDelete
  3. I really loved reading your blog. I also found your posts very interesting. thanks for sharing. get one of the best It Support Service Singapore then visit our website.

    ReplyDelete
  4. I located one reliable example of this fact through this blog website. I am mosting likely to use such information now.
    Oxford WiFi solutions

    ReplyDelete
  5. I located one reliable example of this fact through this blog website. I am mosting likely to use such information now.
    Business Telephone Systems

    ReplyDelete

Contact for Training & Consultation

Name

Email *

Message *

Signup