In the fast paced-world of business, it can be hard to do it all. For this reason, customer service often gets overlooked by those who are higher up in a company.
Unfortunately, this is an incredibly quick way to ensure the business fails. After all, without paying customers, a business isn’t going to get too far, and if customers aren’t satisfied with the service provided, they will take their money elsewhere.
For this reason, it is highly important that the higher-ups in any business pay attention to their customer service department. This allows them to see when something isn’t working and make the necessary changes before things get worse.
That said, there are still hang-ups in the system. For instance, even if a manager is taking extra care to pay careful attention to their company’s customer service department, they are still going to be pretty limited on the amount of time they can devote to this part of their job. Therefore, if a problem is not blatantly obvious or called to their attention, it can be difficult to truly tell how things are going when it comes to keeping customers happy.
Fortunately, there are ways to find this information without putting too much time and energy into the process. Below are a few of the ways managers everywhere can find out how their company is doing when it comes to customer service in an efficient manner even the busiest person can find time for.
Ask for Customer Feedback
The best way to find out how your customers feel about your service is to go straight to the source. By providing surveys or feedback sheets to each customer as soon as their issue has been resolved, you can get a fairly accurate idea about how people are feeling when it comes to your service.
Surveys can be paper or digital. However, a digital format can be more easier to deal with when it comes to data input and organization. Either way, know that you are more likely to get responses when you offer people some sort of incentive to take the survey. Remember, most people are just as busy as you are, meaning they are unlikely to take time out of their day to fill out a survey unless you offer a reward, or if the service was exceptionally good (or bad).
Monitor Customer Relations
Obviously, you can’t sit around all day monitoring calls and emails. However, checking in on random conversations can be just as effective while simultaneously being much more efficient. Additionally, if the funds are available for hiring an extra staff member, somebody could be hired to monitor customer and staff interactions for you, only alerting you of potential problems.
Whether you decide to monitor these interactions yourself or hire someone to do it for you, it can provide you with some valuable information that is sure to help you understand where your customer service department stands in terms of quality.
Communicate with Staff
The methods above are wonderful for keeping up with your customer service department. However, another important aspect of keeping things in check is communicating effectively and regularly with the staff in that particular department.
These individuals see what goes on in their department on a daily basis. They know what would make their jobs easier and what would motivate them to do better. Therefore, keeping in touch with them and making them feel heard and understood is a great way to keep everything running smoothly and efficiently.
Making Your Customer Service Better
If, after observing things for a while, you decide your customer service department is not up to par, you may be wondering what the next step is. How can you go about improving upon this crucial department and making sure customers feel well taken care of?
Depending on your situation, there could be a great many things to tweak. However, one of the biggest and most effective changes you can make is to implement a high-quality help desk software.
A well-made help desk software such as Vision Helpdesk will help your staff track tickets as they come in, no matter what platform they are submitted through. This means those who require help on Facebook will be added to the ticket queue right along with email- and phone-submitted tickets, creating an efficient system that ensures everything is taken care of in the proper order and without anything slipping through the cracks.
Another great feature of the Vision Helpdesk software is the ability for staff to quickly and easily communicate with one another. This ensures crucial information is passed along whenever a ticket is escalated. It also makes assigning tasks to individual staff members a breeze. To top it all off, the ability to chat with fellow employees at the drop of a hat promotes friendship in the workplace, something that is sure to boost office morale.
A final great aspect of this software is the gamification feature. This fun feature makes the job exciting for employees as they work their way up in the ranks and earn virtual rewards. Obviously, making work fun gives your staff incentive to work harder. This ultimately leads to a more satisfied customer base, the very thing you’ve been working toward.
Are you ready to put Vision Helpdesk to work for you and your business? We encourage you to have a look around our website and read about the various features of this incredibly helpful software. If it looks right for you, sign up for a free trial. After all, what have you got to lose?