It's a question that every organization asks itself regularly: When customers contact us, are they receiving the quality service that they deserve? Whether your organization consists of four individuals fielding calls, or 400 agents, determining the answer to this question is vital. In today's wired 24/7 world, ensuring that calls are answered quickly and efficiently is more important than ever. No organization wants to check social media accounts to find that unhappy customers have been complaining about its service!
The first step is to pretend you are a customer and try calling your business. How quickly did your call get answered? Do you get a busy signal when calling at peak times? If you have a menu with options, how easy is it to navigate? How pleasant are the employees when they answer? This should give you a start at understanding what your customers are experiencing and if it is the experience you want to provide.
The next step to ensuring great customer service is to solicit feedback. This means identifying all the parties that are key players, from your customers all the way to the representatives providing the service. Once all the players have provided input, assessments can be made regarding next steps. Perhaps this fact finding will show that more reporting is needed. Or maybe you will determine that there are particular times of the day when it is difficult to get to a representative. Having this knowledge is essential to moving forward to make the positive changes necessary to provide excellent customer service to your customers.
Coming next: You know where you stand, what's next?