What does the customer service checklist include?
There are many recipes on how to deliver excellent customer service. But some factors could make it better. One can draw them all in a customer service checklist.
A customer service checklist is a list of things your company should do to ensure the best customer experience. It is not unified, so that some points can vary from business to business. We have collected the most crucial ones:
● Make your support team easily accessible
Make sure your customers can quickly get in touch with your customer support without sending numerous emails within your ticketing system or browsing your website.
● Set clear customer service expectations
Be realistic. You can’t solve every problem. Stay honest with your customers and promise them a natural response and resolution time.
● Specify your working hours
Specifying your work hours is paramount as it helps explain to your customers why there are delays or limitations.
● Take advantage of a chatbot
If you don’t have round-the-clock support, you should add chatbots to your help desk. Chatbots are AI-powered programs that can hold a conversation with a customer and help resolve their issues without human assistance.
● Become familiar with your products and services
If your agents know all the nuances of your services and products, they can provide a better customer experience. Besides, they will be able to understand customers’ needs better.
● Put the customer first
Customer service must be customer-oriented. To make your customers happy, you should always put yourself in their shoes to understand better what they need.
● Respond as quickly as possible
Try to respond to your customers quickly but efficiently. If you can’t resolve their issues instantly, at least tell them you saw their message.
● Learn how to match customer needs with product solutions
Do not forget about upselling when customers ask about different pricing plans, and always offer solutions keeping your business in mind.
● Keep the customer informed at every stage
Keep your customers informed at every stage of the issue resolution. This includes information on the status of the process, its duration, and the probable deadline for the outcome.
● Create a knowledge base and answers for commonly asked questions
Use self-service tools and let your customers find answers themselves. Opt for a knowledge base with relevant articles and FAQs with ready-made answers.
● Determine your average response and resolution time
You must provide your customers with a set timeline needed for issue resolution. So you set and meet the expectations.
● Promise a realistic solution and response time
Make sure you have the resources to resolve customers’ inquiries quickly and efficiently. Set a response time for your agents and make them stick to it no matter what.
● Manage customer frustration
Make sure you know how to behave when your customers are frustrated. You must first acknowledge their feelings, understand their cause, and find out how to help.
● Stay polite and use positive language
Stay optimistic, even if your customers are angry or upset. Never blame your customers for their problems; instead, try to find a solution to help them better.
● Don’t get emotional
Always keep your emotions in check, even if you are having an unpleasant conversation with customers.
● Ask for feedback
After resolving their issues, ask your customers for feedback and suggestions for improvement. This way, you will find your weak spots and get a chance to improve them.
Why do you need a customer service checklist?
Providing excellent customer experience is a must today as happy customers will return and recommend you to their peers and freinds. Sticking to the customer service checklist will ensure that you provide impeccable customer support and take advantage of all crucial steps toward success.