How to Improve Customer Service
Make service a core company value and set your team up for success
1. Make service a company value
2. Enact internal customer service
3. 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.
Agents regularly encounter valuable information about problems with products or services because they speak directly with customers. Sharing customer feedback should be part of agents’ roles, so that your company can use the information to remedy issues. Establish a clear process for surfacing information – who agents should tell and how quickly – and who will pass the information on to the relevant department or vendor. This way, your agents can help your company avoid many cases entirely.
4. Create a service tree
5. Find out what everyone needs to do their job better
6. 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, Salesforce’s free online learning platform to upskill agents. Communication Skills for Customer Service Agents and Artificial Intelligence for Customer Service are all great places to start. Also, make sure 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.