5 Ways to Improve the Quality of
Your Customer Service Calls
Quality control is integral to pretty much any job these days, and customer service is no different. Making your customer service calls better is actually easier than you may think. With these 5 simple steps, you can optimize and streamline your processes once and for all. Though, of course, this should in no way be seen as a case of ‘one-and-done’, given that customer service is an ever-changing beast.
According to Barry McCarthy of Forbes, customer service is the most significant factor in company success, which may not be all that surprising – think of the companies we stay loyal to. The common denominator between them all is likely excellent customer service. Without further ado, here are the 5 ways you can improve your own customer service.
1. Monitor Your Channels
It may sound like an obvious first step, but as customer service evolves, more methods are being used to contact customers – from messenger applications to email communication. Customer service is more than just calls, especially in today’s landscape. After all, more than 70% of adults own a Smartphone but never use it for calls. So keep an eye on all channels and determine whether you’re really getting the most out of each one. If not, then you may even wish to cut costs.
2. Focus On Those That May Need Help
Of course, calls may still form a huge part of your business, so phone etiquette is hugely important among your staff. You’ll deal with those experienced with phones, but you will also deal with others that lack experience in customer service over the phone. Remember that this is how the experienced members started and try to focus on continuous improvement rather than constant feedback. Try not to be brutal in your feedback either. As the old saying goes, you catch more flies with honey than with vinegar.
3. Encourage Self-Monitoring
There’s no shame in admitting that we sometimes crack under the pressure of a watchful eye, so allow some distance between yourself and your customer service agents. Consider using some kind of buddy system through which agents can learn from one another. Let employees take ownership of their own development and provide the relevant training tools to ensure that they are meeting their full potential.
4. Motivation, Motivation, Motivation!
Working over the phone can be a daunting process. The likelihood of dealing with the caller from hell is actually relatively low, but the mere possibility is enough to bring about some anxiety. With this in mind, salary and bonuses should be under constant review. In such a high-pressure environment, if employees aren’t paid or rewarded fairly, they’re unlikely to want to stick around, especially if they can find a less taxing job on the same wage.
5. Streamline The Process
Technology can go a long way to ensuring you’re getting the best of your team. It reduces some of the burdens for your employees, moving your business headfirst into the future. You might think about routing calls directly to the relevant departments from the website, for instance, rather than going through the rigmarole of reception putting the customer through. Streamlining makes it easier for everyone.
