Successful customer support is heavily influenced by confidence – it’s one of the most important components of delivering great service. Customer Service protocols are a unique set of rules that explain the correct conduct and procedures in regard to dealing with customers, communication, recording and other forms of interactions. A quick-reference tool like a customer service flowchart will go a long way toward standardizing your procedures and making sure everyone on your team is focused and on task. Let’s look deeper into some of the most important details of the customer service process: The customer completes a job request form based on their data and information. Whitepapers & research Webinars Podcasts Glossary Industry news. How can you give your customers consistently great service? Now that you know why your business needs to have well-established standard operating procedures and how they can impact your customer support quality, you are probably wondering what to start with. 7 Essential Customer Service Processes Most books on customer service nowadays will state that it is neither a department in a business nor a cure-all technological solution that will make customers love the products and services they receive; it is a philosophy that must come from the top and permeate every facet of a business. View a PDF version of this document. Service. Try making your own by clicking Create Blank, or Click Use this Template to start editing this flowchart. Customer service is generally defined as the interactions between a business and its customers and is rated based on the ability of that business to meet their customers' needs. A survey conducted by ThinkJar discovered that 66% of consumers who switched brands did so because of poor service, while 85% of customer churn due to poor service was actually preventable. The following is a guest contribution from Mary Shulzhenko. Some students complain that they lack time constantly. With SOPs managers and team leaders can easily and clearly measure success of their support agents and identify where they need to improve their skills and knowledge in order to increase employee performance. Experience delivering frontline customer service. Thanks for subscribing to the Process Street Blog! As a matter of fact, developing effective SOPs requires thorough preparation before you can even begin composing the document. And while your clients may not ever see your SOPs in a written form, they will most likely be able to tell whether or not you have them in place by the way your business operates. Allocating tasks and responsibilities 3. Probably not. When SOPs are the foundation of training, new support employees don’t have to merely rely on what they heard and saw during the onboarding process. Incompetent service agents who are not able to resolve an issue quickly, effectively and during a single interaction become the main source of frustration for customers. Writing a proposal to change a customer service process … What accounts for bad support? Ideally, your service SOPs should be reviewed at least every six months to determine if something needs to be changed in the way your customer service is handled. This is because too often, these customer service policies and procedures are regimented by people who don’t actually know customer service that well, and as a result, their policies while defending a company from fraud and exploitation, work against the goals of customer service and support quite avidly, without meaning to. With proper SOPs in place you will have more competent employees who can effectively handle support requests, in the fastest time possible. Why do you need a customer service process? It continues through to after-sales care and every other point of contact with the client. Researchers in 2013 discovered that over 80 percent of your customers will need help before successfully making their online purchase, and over 70 percent expect help within the first five minutes. Processes, procedures and standards explain how a business should operate. Process is an element of the extended marketing-mix of services marketing. If you are not constantly on the lookout for opportunities to improve your customer service, then your relationships will stagnate. Next, you'll learn about customer service processes and procedures. You have responsive service tailored to your customers’ needs. While a single flowchart can convey pages of text, it’s easier to understand and follow. Whether it’s a checklist, a step-by-step guide or a workflow diagram, make your writing concise, easy to read and understand for everyone involved. That ensures business continuity and allows to deliver a seamless customer service experience. Benjamin Brandall is a content marketer at Process Street, and runs Secret Cave on the side. 1 – Reduces the time it takes to resolve customer issues. The customer service process is the group of activities that we carry out from the moment we receive the first contact from a user until we solve his or her problem and we say goodbye to him or her, sorted according to the different phases that we will go through throughout the procedure. Elisabeth Swan thinks about process a lot. If a customer calls a helpline, the representative should whenever possible follow the problem through to its resolution. And about sending them away happy - happy enough to pass positive feedback … The number one goal of a good customer service process is the customer’s experience is of utmost importance. Finding a better or faster way of doing something can be considered a customer service procedure. Required fields are marked. Search Search. Lack of structure or procedure may result in multiple agents contacting the customer … Well-structured and easily accessible SOPs will guide your customer support agents on how to effectively handle every service interaction on every support channel ensuring consistency with the level of customer care delivered by each employee of your support team. //