If your customers are satisfied not only with the products you sell, but with the service you offer, rest assured that they will return. That is why today we will learn how to create a customer service department that helps you earn the loyalty of your consumers. How to build a customer service department?
But things don’t always go according to plan, and customers can be dissatisfied with your business. To save the situation, your company needs a good customer service department. If you help your customers and solve the situation, you can regain their trust and continue generating sales.
Advantages of having a customer service department
Unfortunately, many companies still do not know the benefits that a customer service department could bring. Sure, this is the department that will have to deal with some bad experiences and customer complaints . The sooner you understand the positive value of customer service, the faster you will help your business develop and grow.
What are the main benefits that a customer service department will provide to your company?
You will learn more about your product or service
No matter how hard you have worked to design and develop the service or product that your company offers, things will end up going wrong and customers will not always enjoy what they receive. These customer service claims can provide valuable information about your business and what it offers. Customer service can receive a lot of useful information, which it can then use to further develop your product and service. How to build a customer service department?
Your company will win economically
A good customer service department will naturally incur additional costs for the company, as you will have to hire staff and support systems. But in the end, your company will enjoy many more financial benefits. First, you will increase sales, as consumers experience better customer service. You provide customers with a good experience and they will keep coming back and will most likely recommend your business to their friends and family.
Second, the customer service department will help you save money by solving problems before they become bigger problems. Clients who have had a negative influence could cost your business a lot of money, not only for ruining your reputation, but also for suing for any wrongdoing. With a good customer service team, you can resolve these issues immediately and avoid long-term consequences.
Lastly, you can develop and improve your business through customer service. Your real users will be able to contribute their opinions and you will be able to adjust your products and improve the financial success of your business.
Today’s customers have many more options at their disposal and better opportunities to share consumer experiences with others through social media. Focusing on customer service is essential for a modern business to ensure that it offers customers more than just a service or a product. Also remember that you need to be able to take advantage of positive marketing that customers can help you with.
Steps to build a working customer service department
Hopefully, you now understand the value and importance of customer service to your business. But anyone who has ever dealt with a customer service department knows that sometimes the service is good but sometimes it is bad. How to build a customer service department?
Establish the roles of your customer service team
Before you start laying the groundwork for creating a customer service team, think about your roles. Not all customer service units serve the same purpose and their objectives will help you define the roles of your team more consistently.
You can define the role of your department by asking yourself the following questions:
- What is the main function of the department?
- What are the main questions to examine?
- Will you handle sales issues?
- Do you deal with financial inquiries?
- Does the customer service department handle technical problems?
- What are the core values of my company that should guide customer service?
With these questions in mind, you may find that some departments in your company already perform certain customer service tasks. For example, your sales staff might receive feedback on the product, etc.
Make sure you identify these departments and help them better respond to customer needs . It is important that all employees in your company know the objectives of customer service and know how to direct people to the right place in case of problems.
Use your answers as a guide to define the objectives of your customer service department and each member of the team. Remember that what you want is that the objectives are focused on improving the service.
Hire the right employees
A customer service department depends more than any other department on the quality of its workmanship. If your employees aren’t passionate about customer service and don’t have the right skills for the job, they won’t be successful at their job. How to build a customer service department?
So another of the steps to create a customer service department is to take care of the skills of your staff, it will depend on the functions you want them to perform. But there are certain characteristics that all customer service representatives should have.
The following skills are a good starting point to consider when hiring new staff:
- Empathy and patience : Every customer will be different and your employees must be able to have empathy, even when the customer may be irritating. Customer service requires quite a bit of patience as you will be dealing with customers who may be angry.Here’s more of why empathy is important in customer service .
- Adaptability : your employees must be able to adapt quickly to new situations. Also, the problems may be slightly different each time, and keep in mind that you need someone who can think quickly.
- Clear Communication – Employees must be able to discuss complicated issues clearly and concisely. This is especially important if the job requires assistance with technical aspects of the service or product. Your clients will not be experts on the subject, so it is important that the agents have a clear communication.
- A Strong Work Ethic – Customer service is one of the toughest jobs in the world as you have to stay upbeat and positive at all times. It is by no means an easy job and your employee should have the right work ethic.
- They must know well the field in which your company operates, as well as the product and service it offers : your employee must know the product and your company perfectly. You will solve problems much faster and provide a more confident image to the customer with the right knowledge.
- Be patient and tolerant – A customer service person solves customer problems without putting them down or making them feel like fools.
- Great problem solving skills : You will never know what kind of problem your client is raising you, so you have to be able to think fast and solve problems with patience and clarity. How to build a customer service department?
Some of these skills can be developed and improved naturally through training. In fact, training is a crucial part of your customer service department and you should regularly offer employees self-development opportunities.
Create a solid plan to deal with problems
Another step in creating a customer service department is to have a solid structure and procedure for handling customer complaints, suggestions, and comments . Structure is important because it builds more consistency and trust within the department, which in turn will help improve customer service. If your employees know the procedure perfectly, they won’t have to worry about what to do next.
Consistency is essential because today’s customers don’t like having to wait for a response. Many expect a customer service inquiry to be resolved within 24 hours. Why wouldn’t you?
A proper plan for responding to customer inquiries will help the employee to resolve the issue much more quickly. They can act more professionally because the training has already covered the specific problem and they are confident in knowing how to solve it.
Your customer service department should also have a clear system for issues that require special attention. Your employees should be able to move the issue quickly, perhaps to a senior manager, in case the agents can’t resolve it. This will reduce the waiting time for customers and can prevent the problem from escalating.
But remember that a structure should not mean that your customer service is automated. You don’t have to solve a customer inquiry by treating it as a generic problem; each issue must be treated as an individual case.
Measure customer service performance
A successful customer service department measures performance. Your department should have goals in mind that will drive better performance, and these goals should be measurable to some degree.
When using metrics as part of your business, make sure you understand which metrics are the most important. Some of the traditional customer service metrics, such as average attention time, do not reveal much about the quality of service, only the duration of the conversation. How to build a customer service department?
A crucial metric to consider is customer satisfaction , not just toward the product or service, but toward the customer service experience as well. It is important to find a way for clients to have input on how a case has been handled. Responding to your customer with follow-up can show that your company really values it.
When creating a customer service department, don’t just focus on customer feedback, you should also get feedback from your employees. It is important that they are part of the solution when it comes to improving your customer service.
Use the right tools to answer customer service inquiries
The main thing to keep in mind is that customer service is presented in many different ways, and that there are different techniques for evaluating customer service .
There are different communication channels with the client , the most common are:
- Through your website
- In your social networks
- On an online chat platform
It is important to pay special attention to these new models of online customer service to ensure that your customers have a number of options to contact you.
Running an online customer service department will require additional technical knowledge. It is necessary to have the right people to do each job, in order to guarantee a quality service without failures.
24/7 customer support options are another important part of service success. Customers need to be able to contact businesses outside of office hours. Even if your small business can’t afford to have staff reply to messages directly, you can still benefit from an online form or the email option. How to build a customer service department?
The most important thing is to focus on speed without neglecting quality. Each query must be resolved as soon as possible, but not hastily.