Customer Service or Disservice?

More than twenty five years of working in service divisions of computer and software companies has taught me much about the skills and strategies required for success. An easily overlooked business practice is the regular review and improving of the customer service process. There is no question that companies are constantly changing, whether it be in size, product line or even the competition that it faces. Since customer service delivery is a key to the success of a business, it needs to be progressing with the rest of the company in order to not fall behind on its quality and ability to deliver service. The ease of getting assistance with a product will often drive the buying decision for existing and potential customers. During an annual assessment one might want to consider these aspects their service department.

Accessibility - Test to make sure your customer service department is easy to reach. We’ve all spent hours punching our way through an unattended answering system trying to find help. Make sure your system directions are clear with as few layers of choices as possible. Not only is it important to get your customer connected quickly but also talking to the right person. Nothing is more frustrating than to go through the trouble of making all the apparent choices to only find out we’ve reached the wrong expertise. “Bouncing” a customer elsewhere should be avoided at all costs. Also remember the value of talking to a real person verses electronic devices. If possible, it is always good to leave an “out” to a real person.

Customer service representatives - Train and coach employees on customer service regularly. Helping those in need does not come naturally for some. Teach representatives to repeat problems back to customers to show that they truly understand the issue. Additionally teach your employees empathy and to actively listen to what the customer is saying. It is obvious when a scripted solution is being read leaving the caller with the feeling that they are just another number. When situations do get out of control, make sure that escalation procedures are published and readily available. Don’t forget to test these processes making sure that all phone numbers are working and correct.

Service Policies - Make it clear what your customer service department and representatives are empowered to do. You certainly don’t want to them to give away the store however allow them to do the right thing for the company within stated boundaries. Document company policy on returns and repairs as well as how to handle upset and hostile customers. The goal of any customer service policy should be to turn around any negative situation and make it a win-win experience for the company and customer. An excellent warranty and service department will complete the total customer experience with your business.

About the Author: Ted Saul has been involved in IT and Management for over 25 years. His background includes manufacturing and business operations. He is currently employeed with Hewlett Packard performing Global Project Management work as well as technical analysis. Projects have include process development, employee engagement and social media.