If you ask a small or medium-sized business owner what their main priority is, 9 times out of 10 they're going to say making their customers happy is what's most important in their business. There's simply too much competition these days for a business owner to not give 100% to making sure that they're able to provide their customers with the absolute best customer service possible. One of the best ways any business owner can make sure that their customers are completely satisfied is to give them the prompt and proper attention they deserve any time they reach out to contact their business.
That's why creating a Customer Service Center (CSC) is an excellent idea for any small or medium-sized business! Imagine having a team of customer service experts readily available who are specifically trained on how to provide your customers with the absolute best customer service. Nice!
Customer Service Center
Because customer service is so very important in business these days, it's truly essential for every business owner to have a system in place that outlines how they're going to address any and all possible customer issues. These guidelines will be used to train those working in your customer service center so there needs to be a good deal of thought and attention put into them.
A few things to keep in mind when training new employees to work at your newly established customer service center:
Be Professional. First and foremost, it's important for them to be professional. Those working in a customer service center are the front line to your business and therefore you're going to want to make sure that they're able to represent your business exactly how you want it to be represented.
Tone and Style. It's also important to pay attention to the overall tone and style used when dealing with customers. For example, do you want the staff to speak quietly? Or slowly? Or maybe you want them to sound a certain way that helps to represent your company, like happy and excited or caring and concerned?
Perfect Your Greeting. Your initial business-related greeting is probably more important than you realize! It's definitely worth your time figuring out the absolute best greeting for your particular type of business. Also, picking up on the second ring is usually the norm.
Perfect Your Closing. The closing that's given to your customers is just as important as your greeting. Something simple that lets your customers know how much you truly value their business is a good idea, i.e. "We truly appreciate your business, Name. Please don’t hesitate to contact us again if you need anything."
Call Length. Instead of imposing a time limit on phone calls, it's best to make sure that your employees understand that giving your customers the quality time they need is what's most important.
Diversity. It's really important to understand that in today's world there's a lot of diversity, which can require your staff needing to use a few special skills to make sure that no one's offended.
Training Programs. If you feel more comfortable using a video to train your new customer service center staff on how to best deal with your customers, feel free to do so. But make sure that you're fully aware with what's going on in the video so that you're able to discuss it with your staff. (Speaking of training, your staff will also need to be fully trained on all aspects of your business. Although excellent customer service is indeed critical, there's nothing worse than calling a business and knowing more about the product and/or service than they do!)
Practice, Practice, Practice. It's extremely important for the customer service center staff to practice before going live. And be sure to keep a close eye in the beginning to make sure that all is working out as planned.
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