Customer Service Policy
Most businesses understand that customer service can make or break their success. To have good customer service, you need a great customer service policy. The best strategy for allowing your employees to flourish in customer service is to empower them. However, it’s difficult to keep consistent customer service across the business with empowered employees, which is why you need customer service guidelines.
For example, your employees need to know how far they can go to solve a customer’s problem and keep them coming back. In the resource above, you’ll find a customer service policy example for how to train your employees in a way that gives them autonomy to delight customers and how to build your guidelines around your business.
Using a customer service policy template is a great guide to get started building your own customer service policy. Basing your guidelines on a customer service policy sample also gives you insight into what other companies are doing with their customer service. You might see some things you may not have even thought about.
After you’ve built your customer service policy definition, share it with the team and get feedback. It will likely be a work in progress for a while. But that’s OK—your employees will have great feedback for what they need to be able to do or say to customers. You can then adapt the feedback to update your customer service policy and procedures template.
Why are Customer Service Policies and Procedures Important?
As we’ve briefly alluded to, a customer service policy is an important building block to customer service success. Every organization needs a standard set of customer service guidelines. It enables your customer service and sales teams to function better and reduce the chances of missteps. When everyone understands what to do, or at least how to find out, your employees will make better decisions and operate more effectively. There are several advantages to having organizational policies and procedures that your employees can refer to.
When your employees know what you want them to do, they will execute it with more confidence than a worker who is only guessing the next best move. Sharing best practices with your workforce empower employees to act with assurance instead of scrambling to find answers. When customers interact with your reps, they don’t want to wait for “manager approval” for each step to proceed.
The customer experience is paramount to any industry. Consumers are looking for a caring and personalized encounter with a company, seeking connection on an individual level. That means listening to their needs and offering a consistently good experience each time they interact with your company. Recent surveys indicate that at least 86% of consumers are willing to pay more for a good customer experience. This beats concerns about item quality or even pricing. Consistently delivering stellar customer service is the best way to boost your company’s revenue, and it all starts with empowered employees.
Chain of Command
Management policies and procedures can solve any latent chain of command issues. It’s important for everyone to know who has responsibility for what issues so that no one feels adrift in a sea of responsibility. When everyone in your company knows who they should go to with problems, issues will be resolved more quickly. Instead of everyone in a customer service case passing on responsibility to someone else, a clear chain of command makes it easy to see where final authority should rest.
Customer Service Definition
Defining customer service is not an easy task. It takes time to actually define your customers and then you need to decide what kind of service your customer requires or will like to continue to use your product. Knowing the importance of customer service can sometimes affect the morale of a team. If your team can know how critical their role in the business is, they likely will work harder to positively impact your customers and business.
Sharing a customer care definition with the rest of your team after you define your customer service policy ensures that you are all on the same page moving forward. Sure, your customer care definition might change in the coming days, but it’s best to share the start of a definition as soon as you have one rather than holding out on your employees.
After you’ve established the definition of customer service and customer care, it’s time to challenge your employees to not just meet the bare minimum of customer service. You need to establish a good customer service definition. No longer will your company be known for acceptable or even above average customer service but great. If you’re having trouble, we have a few suggestions for how to improve customer service.