Prepare for National Customer Service Week 2017
National Customer Service Week (NCSW) is just over a month away, so now is a good time to do your research and prepare your company’s participation. NCSW always takes place during the first full week of October, this year it is taking place between 2nd and 6th October.
Each day during this celebratory week is given a theme to help organisations identify areas they are doing well in and others they can make improvements to or even implement if it’s something they haven’t considered.
The themes for this year’s NCSW are:
- Monday 2nd: Voice of the Customer
- Tuesday 3rd: Rise to the Challenge
- Wednesday 4th: Getting the board on board
- Thursday 5th: Unlock your Potential
- Friday 6th: Recognition
Voice of the Customer
Listening to your customer will tell your business a lot about how it is operating, if customers are happy you can monitor current customer service activities and ensure your representatives continue to serve your customers to the same level or better.
For customers not happy with the interaction with your company, listening to them gives you a chance to see whether this is just one disgruntled incident or whether this is a mutual feeling across the board, in which case presents the opportunity to make much needed improvements.
But how do you give your customers the chance to present their voice?
Many people will turn to social media or review sites to publicly share their opinions, however as these individuals could have either positive or negative experiences, it’s good to encourage them to provide their feedback directly to your organisation.
You could do this by having live chat services on your website, customers prefer this communication channel and can give their feedback instantly as a representative will receive it in real time and provide a quick response. Alternatively, you can present a form on your website and send this directly to an allocated email address.
Rise to the Challenge
Motivating your representatives can be a challenge, if call centre staff are continuously changing or general morale is low. By having live chat services, you can encourage motivation within your staff by setting up rewards. Reports available in live chat solutions can provide you with stats on your top handling operators, similar to employee of the month motivator, your organisation could introduce operator of the month. Getting your representatives to rise to the challenge and compete can encourage them to be more proactive when it comes to handling chat enquiries.
Getting the Board on Board
Usually when procuring new products and services, larger organisations will have to present the information of multiple vendors to the board to make a decision, so how do you present live chat to your board to get them on your side?
Do your research and gather information from the provider well in advance of your meeting. Find exactly why live chat services would benefit your company. Study the simple aspects such as how does the chat button appear on the website, what are the options for when your operators are offline. Then go into more detail with finding out about the provider’s security and the flexibility of the solution. Knowing the most amount of information about the live chat supplier and solution, should ensure that any question thrown by board can be answered.
Unlock Your Potential
Your online visitors enter your website and make their own decision whether they want to continue browsing on your site or start enquiring, make sure you keep your abandonments low by providing chat and encouraging them to engage. If you allow your online visitors to pass you by without any effort you might as well not have a website. Unlock your potential to convert more with live chat services.
Give your staff the recognition they deserve, take time to see what they have done well and invest into training for those who may need a helping hand. It’s important to boost staff morale and teamwork by taking time away from the office to celebrate them and the company. As this particular theme takes place on Friday 6th October, why not organise a team night out?
Have you started your preparations for National Customer Service Week, if, so what do you have planned to increase awareness of customer service within your organisation?
Author Bio: Gemma Baker is the Marketing Executive for UK live chat for services provider, Click4Assistance, with a range of digital knowledge within PPC advertising, SEO practices, email campaigns and social media.