![]() ![]() While it’s clearly far too simplistic to assert that “happy reps = happy customers” (customers are often unhappy about things that are outside of your reps’ control, after all), unhappy reps certainly aren’t primed to do your customer satisfaction levels any favors. (Any guesses as to what we could be referring to here?) Focus on raising employee satisfaction, too So, provide omnichannel customer support, including phone, live chat, SMS, email, and social media – and think about tools that will help your reps join your customers and share in their experience. You also want to make it easy for your service reps to meet customers wherever they are, be that on your website or your app. When self-service fails, you want to make it easy for customers to get in touch with you – however they want to, whenever they want to. Give customers the channels they need to speak to you Helping customers help themselves will also free your service reps up to devote time and energy to the more complex inquiries they can really bring value to. They certainly won’t thank you if they have to call up to do something they could do themselves (if only you’d provided a FAQ for them). Increasingly, customers expect to be able to solve simpler issues themselves, without any hand-holding. Here are 8 customer service management recommendations that should help you do that – and keep your customers, reps, bosses, and shareholders smiling. To ensure your customer satisfaction levels are as elevated as possible, you need to think carefully about how you manage your customer service. It’s about providing a great end-to-end customer experience (CX) – including outstanding customer service, courtesy of your website, app, and contact center. Nowadays, satisfying your customers is about providing more than just a great product or service.
0 Comments
Leave a Reply. |