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Setting your customer service department for success

Have you ever called the customer service department and received a less than satisfactory experience? You probably remember leaving the conversation feeling disappointed or even angry.

Well, chances are that the customer service representative either didn’t receive the level of training required to give customers a pleasant experience. Or perhaps, didn’t feel empowered to provide you with a better outcome.

In the customer service world of scripts and automated systems, it’s easy to feel disappointed in your experience. But it doesn’t have to be that way for your customers. Read each of the sections below carefully to see how your company can improve your customers’ experience of your brand.

Ensure your customer service department knows all the relevant information

If your customer service representatives are not properly trained in all areas; then it’s likely that they will make mistakes that jeopardize your customers’ experience.

Make sure your customer service department knows and understands all aspects of:

  • Frequently asked questions
  • SKUs and product information
  • Product troubleshooting
  • Sales and promotions
  • Coupon codes
  • Shipping information
  • Delivery timeframes
  • Fulfillment processes
  • Shipping insurance and claims
  • Lost/stolen/damaged packages
  • Billing, fraud, and chargebacks
  • Refunds and exchanges
  • Company policies and procedures

It may not be feasible for an individual to understand and retain all of this information. Make it easy on your team by compiling all of this information into a digital handbook entitled “Standard Operating Procedures”.

This way, employees can keep the document open at all times to easily search and reference it as needed. For example, if a customer wants to know how long it will take to receive an order to their address; the customer service representative can search “delivery timeframes” and instantly pull up a chart with this information.

Include all relevant information in your standard operating procedures, such as:

  • How to navigate your systems (such as your CRM, phone system, live chat, email, and other commonly used programs)
  • Frequently asked questions (questions the representative or the customer may have)
  • Order flow (so representatives understand order status)
  • How to edit an order
  • SKUs and product information
  • Warranty information
  • Product troubleshooting
  • Sales and promotions
  • Shipping information
  • Delivery timeframes (and where orders ship from)
  • Shipping insurance and claims
  • Lost, stolen, or damaged packages
  • Billing, fraud, verifications, and chargebacks
  • Refunds, exchanges, and restocking fees
  • Company policies and procedures
  • Price Match Policy
  • Customer Satisfaction Guarantee

Having all of this information easily accessible will help your customer service team feel capable of providing a great experience. And it will also save your managers and supervisors from answering a lot of unnecessary repetitive questions!

Bonus:

By creating your comprehensive Standard Operating Procedures; you can cut your training time down significantly for new hires and seasonal employees – without decreasing their level of preparedness.

Save your customer service reps time with templates

You can also save your customer service team a lot of time by creating “canned response” templates.

Basic templates for answering common customer inquiries, such as:

  • Frequently asked questions
  • Return authorization instructions
  • Indirect signature instructions
  • Product troubleshooting processes
  • Warranty information
  • Shipping information and timeframes
  • Lost, stolen, or damaged packages
  • Billing, fraud, verifications, and chargebacks
  • Refunds, exchanges, and restocking fees
  • Company policies (such as a Price Match Policy or Customer Satisfaction Guarantee)

Canned responses allow your support team to provide a consistent experience for all customers; while also giving the representative enough wiggle room to tailor and customize the response to the individual scenario.

Equip your team with template responses and watch their productivity skyrocket while giving your customers a faster response time.

Empower your customer service team to provide a positive customer experience

Make sure your customer service representatives know and understand all aspects of what they are able and unable to do. Give them as much autonomy as possible when it comes to serving customers. This will empower your service team to creatively solve problems without having to involve management.

Similar to providing canned responses, you may equip your support team for success. For instance, by offering a list of possible resolutions to common scenarios such as; lost packages, late deliveries, defective products, etc.

Consider setting a limit so your service team knows what they can do without manager approval. For example: “Refunds up to $30 may be given without the need for manager approval.”. This one tip can save your managerial team time on small requests. Moreover, it can give your representatives a feeling of being capable of providing a satisfactory resolution quickly.

Another great way to empower your team to provide a positive customer experience is similarly simple and easy. Equip your team with on-brand words and phrases, as well as a list of alternative language.

Use best practices and find ways to answer customers. Thus, the interaction feels good to both the customer and the customer service representative. Eventually, this will become the natural way your staff speaks and works. But, until then, set them up for successful customer interactions with a cheat sheet.

Here’s an example:

PROPER VERBIAGEIMPROPER VERBIAGE
At this timeUnfortunately
My pleasure / You’re welcomeNo problem / No worries
Yes / Absolutely / Certainly / Of courseFor sure / Totally
MalfunctionDefective / Broken
DifficultyIssue / Problem
Inquiry / QuestionConcern

Make these simple swaps in your service /support team’s vocabulary. Both your customers and your representatives will feel more positive about the overall experience.

Wrap-up

By implementing these easy tips and tricks, your company will be able to empower your customer service team. Therefore, provide better customer experiences, which means happier and more loyal customers.

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