Customers are the decisive factor in the development and existence of each business. To attract new customers and retain old customers, each business must constantly strive to improve the quality of customer care services to bring the most complete and wonderful experience.
To turn customer service into a business strength, it means that the business needs a well-prepared and consistent customer care plan. Below, Bellsystem24 Vietnam would like to introduce 3 methods that managers can apply to create their own customer care plan that is suitable and optimal for their business.
The three steps of the process include:
– Assess the current level of customer focus of the business
– Assess customer needs
– Training and guiding staff
How much do businesses care about customers?
Smart managers know that customer service is not just about handling customer questions and complaints. Good customer service also requires many factors such as: staff attitude, proactive support even before customers have problems, convenience, etc.
Therefore, a simple survey with True/False answers will help managers have a more accurate view before making a complete plan:
1. The company is committed to customer satisfaction.
2. Are the leaders in the company setting an example for their subordinates?
3. Deliver products/services as promised
4. Always welcome customer feedback
5. The company has a policy to improve product quality, services, etc. After receiving customer feedback.
6. The company proactively learns in advance about problems customers may encounter.
7. The company understands customer expectations about products and services.
8. The company's staff regularly interacts with customers and is always available when customers need it.
9. The company resolves customer issues quickly and efficiently.
10. The company always strives to bring values beyond customers' existing expectations.
11. Company employees recognize the value of customer service to the business
12. The company regularly studies competitors to learn and improve.
This questionnaire helps businesses make a relatively comprehensive assessment of their current situation, and at the same time helps point out weaknesses that need improvement.
Assess customer needs
Different from customer needs for products, customer needs for customer service are understood as the desires and expectations that customers want to receive during the interaction process before, during and after purchasing the product. For example, customers require quick response service, always available at any time, to solve the problem of their order errors when shopping online.
Assessing customer needs is a fundamental step that needs to be completed when creating a customer care plan. Not only that, for the customer care department to operate systematically and effectively, it also needs to be oriented as a specialized organization. Below are the specific implementation steps:
1. Define a common goal: This goal should simply state how good the quality of customer service the business is aiming for needs to be.
2. Develop standard care procedures for each specific customer group
3. Determine the level of responsibility for each employee level corresponding to the level of customer service requirements.
4. Performance measurement indicators: Customer callback rate, complaint rate, product return rate, etc.
5. Collect customer feedback. Tools: Questionnaire, email, direct interview,…
6. Change and adjust when problems arise, or when customers have negative feedback about the service.
7. Build a fair reward and punishment system for employees
8. Conduct regular meetings to gather employee feedback on ongoing customer care plans.
Training and coaching team
Ultimately, the most important element in this plan is still people. The company's employees need to understand and agree with the organization's overall goals in customer care.
The challenge is to create a consensus among all members of the executive team. They need to understand that every little action they take contributes (or detracts) from the overall outcome of the customer care plan. A customer who calls to place an order and is not warmly welcomed will most likely never return. This not only causes the company to lose a potential customer, but also creates a bad image in the eyes of other customers when the bad reputation spreads.
Therefore, training a team of employees properly is extremely necessary. Each employee not only needs to understand the profession but also needs standard skills in the field of customer service or be able to handle arising situations such as: Encountering difficult customers, angry customers, lack of trust, etc.
In addition, it is necessary to regularly monitor the quality of customer service staff during their work after participating in short-term training programs organized by the business, to ensure that the quality of customer service does not decline over time.
The persistence and determination of the manager will be the deciding factor in the process of building a customer care plan. Therefore, always accompany your employees and believe in the final good results, surely the managers will soon achieve the desired results.
