How to Improve Customer Service
Make service a core company value and rally your team around the customer.
May 2021 - 5 minutes
80% of customers say the experience a company provides is as important as its product or services.
Source: “State of the Connected Customer,” Salesforce, October 2020.
Make service a company value
Enact internal customer service
Prevent problems before they start
Customer service agents form the front line for complaints, but they are rarely the fundamental cause of them. Problems often start in other departments or even with external vendors, whether that’s because of a faulty product or a service problem. Any misstep along the way can lead to the problem or defect that sparked the inquiry.
When you think of everyone you work with as a customer, you can avoid many cases entirely because you help them do their job well.
Create a service tree
Find out what everyone needs to do their job better
79% of service professionals say it’s impossible to provide great service without a complete view of customer interactions.
Set up your teams for success
If employees tell you they need a certain number of hours to complete a task, allocate that time or add more hands to speed things up. Be transparent with everyone about their role expectations so there’s no confusion.
If your agents have told you they lack sufficient knowledge to solve customer issues, make sure you offer the best customer service training. Consider learning modules from Trailhead to upskill agents. And determine if agents have the technology they need to get a 360-degree view of each customer, including their preferences, past purchases, and service history. When this information is available on every agent’s console, customers will always interact with someone knowledgeable about them and their case.
77% of agents say they have the tools and technology they need to do their jobs.
Facilitate team bonding
Improve the experience for everyone
Altering your company’s culture and upgrading your technology to improve customer service will reverberate throughout your organization in many positive ways. Employees and customers will be happier, more engaged, and more likely to stay with your company.
Now that you know how to improve customer service, learn about the technology solutions that will help your team resolve customer concerns even faster.