Business plan organise the delivery of reliable customer service
From: Coz C.
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It requires a serious commitment to meaningful change, a team of rockstar support professionals, and work across the entire organization. Customer service is the act of providing support to both prospective and existing customers. Customer service professionals commonly answer customer questions through in-person, phone, email, chat, and social media interactions and may also be responsible for creating documentation for self-service support. Organizations can also create their own definitions of customer service depending on their customer service philosophies and the type of support they want to provide. Good customer service is a revenue generator.
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How to Improve Customer Service
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Research shows that if we receive good customer service, we will tell two or three people. However, if we experience poor service, we will tell ten to twelve others! Since word of mouth and on-line recommendations and referrals are often key drivers of new business, all companies should strive to achieve consistently high service levels. With that in mind, here are 20 practical tips on how to improve customer service in your company:. The more you get to know your customers, the more you are likely to understand customer needs and expectations.
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Designing a Leading Practices Service Delivery Model with Shared Services
Organizations that provide outstanding customer service, do so intentionally by creating a customer service strategy. The first step in creating a customer service strategy is communicating the customer service vision to employees. For instance, teach employees how to perform service recovery when internal systems and processes break down and result in a bad service outcome. The trick is to find out what it is the customer wants and put together plans to meet those needs.
Decrease churn. Increase customer lifetime value. Reduce cost to serve. Attract and retain talent. Increase engagement.
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