One of the quickest ways a company will fail is on the front lines. It is always a great mystery when a company does everything it can to find the best location, the best products to sell, and still does not know why it cannot succeed. The reason a great number of companies fail to stay in business is poor customer service.
If your customer service is poor, no one will buy what you are selling. If you have the top-end products, you might stick around for a while based solely on the products themselves, but even that honeymoon will end in time and you will be packing up what’s left and moving on to something new. Here are three ways to improve your company’s customer service reputation and save your business from ruin.
1.) Hire better people.
You might be under the impression that developing a great system for your customer helpdesk will mean that anyone can do the job of customer service in your business. You try to make the system fool proof, but you end up looking the fool. Why? Because customer helpdesk systems don’t provide great customer service, people do.
Make the hiring process one in which you can determine not only that the prospective employee can handle the system you have put in place, but is the kind of person whom you know will be able to handle customers and conflict with poise and class. Take your time before you hire. It can cost you a great deal if you don’t. Replacing an employee who makes less than $50,000 per year will cost your company 20% of that salary to replace her so, hire wisely.
2.) Develop better communication between teams.
Online project management software and a great help desk ticketing system can do amazing things for your business. The top project management software is great for tracking productivity and efficiency. But, at the end of the day, you will run into all sorts of trouble if the right hand does not know what the left hand is doing.
Keep communication systems open so that employees feel they can get the accurate information they need so that they might be able to tend to the needs of the customer before anything else. When a customer feels they have been treated well, they will come back and they will very likely tell a friend, to boot.
3.) Involve your customer service employees in product and procedural improvements.
It is very easy to write off customer service employees as just being on the lowest rung of the ladder. But, the truth is, these employees are on the front lines every day. They are at the customer helpdesk receiving customer opinions first hand. Your employees see what is working and what isn’t. They hear the praise and the complaints from customers and potential customers all day long.
Getting their input on products and procedural improvements would be a great way to show them you value their worth as employees and, most important, as people. Someone who feels they are valued in this way will be much more loyal and trustworthy, making your hiring of them look like one of the best decisions you have made.
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