Companies spend so much on customer service and the reason is because, without the customer, there is no business. Outsourced customer services or call centers is why countries like India and the Philippines are able to provide jobs to thousands of people (Many companies set up a customer service hotline in these countries because of the low overhead cost). The customer service departments are usually the biggest in the whole company.
Now when it comes to running a business smoothly and profitably, satisfaction of the customers is the key. And the best way to do this is to have a huge customer service team that will answer every query, address every concern and solve each and every problem of their customers. Companies know how important customers are to their business, thus, they always try to figure out how to improve customer service.
How to Improve Customer Service: Management Tips, Software, Strategy
Improving means doing something different that will make the situation better. So if how to improve customer service is the question on your mind; then what are the things that have to be improved on? Well, you are going to find out below.
Normally, companies have a team of customer service associates to address the needs of their customers. For example, a phone company has a customer service department that can be contacted round the clock – that is, 24 hours a day and 7 days a week. They are called by people who wish to subscribe to their program, by customers who want to buy an add-on, by customers who need technical assistance, and by those who wish to inquire about their bill.
Hundreds of people call them every minute of the day to the extent that sometimes it takes an hour or so just to be able to talk to a real live agent. But what if this can be improved? What if there is an easier way to get assistance without having to wait for hours on the phone? If there is really a way, then making that happen will definitely improve the customer service of a company.
Provide a website with a help page
Why do people need to call to have a line installed when they can simply get instructions online or through posters or commercial advertisement and have all the requirements emailed and faxed. That way, those who wish to apply for a new service will not have to go through the long queue. If it is more convenient for these people to call, instead, then maybe a dedicated line is a good addition.
These customer service representatives are also often called if someone requires technical assistance. But again, a customer might find himself part of a never-ending queue that he has to endure if he wants to be assisted. To be able to improve this situation for the customers, maybe those usual concerns or situations where customer assistance is needed could be consolidated in a form of a frequently asked questions or FAQ’s.
Basically, there is no need to make a very complicated solution to the common problems and complaints of customers if the problem in the system that can actually be addressed by making some simple modifications, like those mentioned above. How to improve customer service is really just about listening to what the customers need. It will help to try and actually be in their shoes for this purpose.