When a company is in its beginning stages, a small team can usually handle customer service without much thought due to the smaller demand for those services. But as a business takes off, customer needs will grow and change, and more active attention will need to be put into developing and implementing a smart client support program.
Here are a few key steps and ideas to consider to best prepare your company for growth
- Focus on being proactive not reactive
In the beginning stages of business development you don’t know exactly what type of problems your clients will face. And in order to figure out what type of assistance needs to be offered, you’ll need to experience a period of trial and error.
This is a valuable time for a company because, especially in the early stages you still have the ability to handle complaints and problem-solve with a small group of dedicated workers. Once a business grows, demand for support rises. Being proactive is what will keep your clients happy and your business running smoothly.
- Establish Reliable Customer Service work flow and processes
As your business grows, it is important to keep things focused and organized. A big part of this is establishing specific lines of contact for customer relations, such as creating different email addresses and phone numbers for different departments.
Make it easy for clients to contact you. For example, many companies utilize live chat features. Having these features readily available to users encourages them to contact customer service online as opposed to over the phone, meaning representatives can help multiple users simultaneously. This can increase productivity
- Seek Out Customer Feedback
While it may seem like a no-brainer, it is important to understand how your customer care procedures can be improved. Contact clients after they interact with your team to learn about their experience. A simple email questionnaire goes a long way in garnering useful knowledge about user perspectives. Plus, the customer feels like their opinions are valued and respected. It’s a win-win.
Credit: home business magazine
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