Customer service philosophy is a strategy. It is designed for agents that provide customer service. It’s all about serving the customers. If the customer service is not up to the mark, the business will not flourish. It is one of the goals of every organization to serve their customers at their very best. There needs to be a strong strategy for that to take place.
Understanding/writing these pillars will help your company draft your statement accurately. Your customer service represents your company. They are usually the people who come into first contact with the customers. The customer representatives are the voice of the company. Thus, having a clear mission, vision and values can help you educate them accordingly.
Mission – is the reason why a company exists. It should be clear, preferably a few sentences. This helps your employees and ultimately your customers to understand who you are as a company.
Vision – is what your company wants to reach. Your goals for the future.
Values – the one aspect that would help you write down your company’s values is market research. Understanding your customers is a key factor when writing your statement. The marketing research can help you target possible improvements as well as determine the customer values. Remember, the company’s and customer’s values should be aligned.
One important goal for each company is to provide exceptional customer service. But make sure to write down HOW you are doing it. One way to provide great customer service is a self-help option. For instance Knowledge base articles or FAQs. This helps customers find answers/guides easily, which is a low effort option. It creates fewer customer inquiries for your agents. This can also prevent the possibility of bad customer experience. Thus, increases your customer retention.
The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works
The most important factor when writing such a statement is honesty. If you know your company has some limitations, own up to it. Create a vision to improve or highlight the good things you’re providing. But do not promise what you cannot deliver. This way, your company is setting proper expectations.
One way to improve customer service is to make the customer experience fast and easy. A lot of times, this can be hard, due to the number of platforms your agents use to respond to your customers. Having software, such as LiveAgent helps you deal with all inquiries from one interface.
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