Initiate actions with other departments
Consider, for a moment, the power and responsibility that you have as customer service rep in the immediate moments after an interaction. You are the one person who knows what actions need to be taken in order to deliver on the service promise, and the company’s ability to execute on these actions is largely dependent upon you. Upon ending communication, your first objective with a customer should be to notify your colleagues of what they need to do.
Input detailed notes into your CRM
At some point, someone—either you or a colleague at the organization—is likely going to come into contact with the customer again. The notes you record from this interaction could be the key for them to provide an exceptional level of service and continue to “wow” the customer in the future. The longer you wait to record your notes in the CRM system, the fuzzier the details will become in your memory. Treat this as a time-sensitive and integral task.
Follow up and respond in a timely manner
The best customer service professionals understand that once the initial service interaction is completed, their responsibilities are just beginning. These representatives happily bear the weight of the customer’s satisfaction on their shoulders, going the extra mile to ensure that the company will live up to their promises.
They will frequently reach out to representatives in other departments to check the status of customer requests. They will relish being the primary point-of-contact for a customer, and will actively hold everyone involved, including themselves, responsible for deadlines. Additionally, these customer service reps will also respond to customers by the time they agreed upon, even if it is only to let them know that an investigation is still in progress.
Show your genuine desire for honest feedback
One quality that sets highly effective customer service reps apart from the pack is a desire to learn from their experiences and constantly improve. They also understand that customer feedback is a crucial component in this effort, and they welcome all genuine praise and constructive criticism with an open mind.
Many companies have a policy mandating their customer service reps to solicit feedback after an interaction. But the key to getting the customer to recognize the urgency is to not treat it as a company policy. Instead, representatives should convey to the customer a personal desire for feedback, both because they are dedicated to delivering an exceptional experience, as well as for their own edification.
Learn more ways to improve your customer service experience with our free eBook, “5 Ways to Make Service Easy for Today’s Customers.”
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