Chief Strategist, CEO ruthhoffmann.com
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How to set up your customer support department

4th Dec 2019
Chief Strategist, CEO ruthhoffmann.com
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The key to remain in business and grow is to give your customers a reason to come back the next time; you probably might not have the best product in the market but how you relate with your customer's matters. The main idea is to foster a relationship with a customer that would last rather than focussing on closing a transaction. Sometimes you should take note of the little things, learn their names, customers love to be appreciated-- Ask how they're doing. An effective customer service department plays a very important role in improving customer satisfaction, especially in small or startup businesses. An effective customer service department goes a long way to improve customer loyalty and higher levels of repeat business. It also comes in very handy when you're trying to win back dissatisfied customers. A successful customer service front identifies the customer's problems and fixes them proactively.

Creating a strong customer service front can be stressful and takes a lot of patience, determination, skill, a significant investment of money, and time. But it sure pays off handsomely when executed well, the ROI becomes high in terms of higher revenues, improved customer satisfaction, and loyalty

To set up a capable and proficient customer service department to keep your customers satisfied, you might want to consider these top five ways to do it;

  • Define "Superior Customer Service" for your company.

First, stop to think of what you want customer service in your company's language, define and interpret premium customer service coming from your company before building a customer service department. Knowing this allows you able to set proper standards that you and your team are willing to commit to. For example,  you could be defined by speed and integrity, your team must be ready to deliver on those terms at all times.

You should be able to set targets and standards over time and measure if your team is on course with the plan. The following will assist you in creating expectations and tracking them;

  • Take note of the typical response time in your company and how quickly customers are attended to
  • What will be your language, attitude, and tone when dealing with a customer?
  • How are customer complaints, suggestions, and disagreement handled?
  • What step would you take to improve customer expectations and satisfy them over time?
  • What ethical values would you stick to strictly?
  • What if you're not able to find a solution to a given situation?
  • What are the legal requirements in your company and country as a whole?

These are very important questions you should consider when creating a successful customer service plan for your company.

  • Identify specific channels to support.

It becomes very difficult sometimes for small or startup businesses to offer support to all channels all the time. So it is very important to identify popular channels and taking them one after the other to avoid operations getting more complex and lead to inconsistent service. It is advisable to take note of the few channels that need attention the most and provide quality customer service to keep your customers satisfied. But how would you choose which channels to offer customer service from since there are so many options to pick from such as; live chat, phone, email, social media, self-service tools, forums, etc.

First of all, identify the advantages and disadvantages of each and weigh them. You might also want to consider the channels which your customers prefer to use the most.  Would you be contacted through the phone or email? Which social media platforms are popular amongst them?

Prioritize from the top one or two and support them gradually expand as your business grows. And based on your product and the service you provide, you should be able to choose a channel that best suit  your company

  • Employ the right people for the job.

The kind of team you put together is a crucial part in determining the quality of your customer service front. When setting up a team, you should look out for resumes or candidates who are high on quality, passionate, and reliable. Here are some of the skills you should look out for in your team before hiring them;

  • Good and clear communication skills
  • Ability to adapt
  • Humility
  • Time management skills
  • Persuasion skills
  • Good problem-solving skills.
  • Track customer service performance over time
  • Invest technologically.

Maybe you're looking to land a job as a customer service personnel, one important value of a customer service personnel is to identify their customer's problems and fix them, so it is important to create a resume that makes you look more of a solution than a problem.

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