If you want to offer the best possible customer service experience, be sure to be consistent..
Even worse is when one customer receives concessions that others do not; such as extending return deadlines or accepting returns on "final sale" items.
And don't forget the importance of consistency of service.
Are customers receiving their product in three days the first time they order, but 10 days the second time around?
This can be confusing and inconvenient, especially for customers in a "continuity program." Inconsistent delivery will get the product to them either too "early" or too "late." It's very important to have a consistent service record.
Customers deserve to know that the company they are dealing with has a consistent approach to taking care of its customers. And the secret to making that happen? Train. Train. Then train some more!
Training is critical to customer service. Training keeps everyone "on the same page" and in the know about your customers and the products they order. And while employees' busy schedules can make finding time to train difficult, the need is not diminished. Training can often be done over the lunch hour, in the evenings or even remotely. And some companies will rotate their employees through the training process to ensure their phones still get answered and customers are still taken care of properly.
When planning your employee training sessions, consider including the following topics:
Phone EtiquetteAnswer the phone within three rings. A prompt and pleasant response starts the customer's call off on the right foot. Record in-coming calls periodically; then listen to call center staff to see how they sound and to make any necessary improvements. Call center managers should also listen to their operators periodically to ensure each one is providing the best customer service possible.
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