How to Build Fantastic Customer Service Work Culture?

For any company aiming to deliver a great customer service, it is important to check whether it follows a strong service culture or not. 

In the absence of good customer service, all the efforts are in vain. The topmost management officials should set company goals, and keep communicating with the staff regularly to establish a rapport.

Apart from this, using technological updates like the best call center software can help you establish a strong service culture that ultimately will result in great customer experiences.

1.    Communicating The Right Value


Each brand has its mission and goals which must be clearly communicated to the employees of the company. It is important to involve them in the discussion while planning new strategies to establish a successful service culture. 

Try to enhance the belief of your employees regarding your brand by highlighting the examples and set a clear model before them by introducing and displaying different success stories through newsletters and posters around the office, during training sessions as well as in meetings. 

2.    Clarity Is The Key


It is quiet essential that you are communicating clearly with your team so that they completely understand the outlined goals of your brand. Check whether you have outlined the service processes properly and conveyed the role of each employee to him.

 Try developing a hierarchy chart to indicate a support system that can always come up with a solution whenever difficulties arise.

3.    Educating Employees


To establish a strong customer service culture you need to educate the employees with the tools that are used for serving the customers with success such as call center software solutions, mobile apps and so on. 

Try establishing a protocol so that whenever a complex situation arises, the agents can easily take quick decisions.   

4.    Defining Roles


To improve the credit of your brand your employees must be accountable for their work. And to ensure accountability you must clearly define their individual roles with management support and if needed through mentoring.  

Giving a chance to the employees to rectify their mistake and rewarding them for their superior performance set a strong example of service culture. 

5.    Add Human Touch


For winning loyal customers you must practice empathy and offer a genuine human touch. Teach your agents to be more patient with the customers and listen more to them and give them the respect they deserve. 

Building a strong customer service culture calls for clear and consistent understanding in between the employees and the company. It is eventually carried forward by the agents to build loyal customers.

Case Study


Let us consider a real case of a company that faced problems related to establishing proper customer service culture. 

Problem 


A call center company by the name FTA decided to make itself tech savvy and implemented latest and the best call center software so that it could provide its customers best support and service. Naturally, the aim was to improve the brand loyalty of the customers. 

However, the newer software brought in a set of problems.   Let us discuss these problems:

1.    The new software was deprived of any timely updates and hence it was not possible to track down the busiest hours of working during the day. That made it difficult for the agents to keep a tab on the queues overloading with customers. 

Since the agents were not aware of the overloading, many of them remained idle even during the busiest hours while the customers were left unattended. 

2.    Since the company had not properly defined the goals and work responsibilities of each employee the agents did not have any set goal. It made them unmotivated as they were not directly responsible for the results-good or bad.

3.      The process of call routing was not proper and hence many calls were hampered due to the mishandling of the agents. 

Solutions


 The company top officials kept a watch on the working of the employees for around two months after the implementation of the best call center software. They made an analysis of the problems and listed down solutions to overcome the problems.

The company divided the staff into varying sections, defined goals and work profile for them. The groups were outbound, inbound and blended, that handled both the type of calls. 

Result


Although it was after a couple of months that the actual positive results started to pour in the smarter implementation of work culture and software system enabled the company to improve its customer service culture and brand loyalty in the long run.

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