Customer Service Policy
Most businesses understand that customer service can make or break their livelihood. 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.
Your employees need to know how far they can go to solve a customer’s problem and keep them coming back. In the download above, you’ll find a customer service policy example for how to train your employees and how to build your guidelines around your business.
Using a customer service policy template can help guide your draft of customer service policy. Basing your policy from 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. The first draft simply starts a work in progress. 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 alter your customer service policy and procedures template.
Customer Service Definition
Defining customer service is not an easy task. It takes time to actually define your customer 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.
One company that has consistently chiseled its way as the best of all customer service is Nordstrom. The Nordstrom customer service philosophy includes doing whatever it takes to make the customer happy. Your company could be the next Nordstrom when it comes to customer service. All if takes is some great training for your customer service representatives.