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Customer Service Checklist


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In order to earn the best experience and meet goals, your company needs to create a department, or at least to form team which will treat the company's customers, assign duties, arrange events, and manage activities of representatives. Read the given below customer service checklist to know more about all the mentioned. 6,5 Kb

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1. Customer service responsibilities.

  • Consider creating a department in your company which will develop custom service policies, take care of customer service, and treat your clients in the best way.
  • Employees of the department will take the following responsibilities:
  • Communicate and contact with all customers.
  • Respond to customer e-mails, telephone queries and complaints.
  • Minimize any wait time and provide the most efficient activities.
  • Ensure a pleasant, smooth and efficient treating of customers.
  • Prepare documents required for making deals with customers.
  • Work on behalf of the company to resolve issues in a fair and equitable manner to ensure continued efficiency and loyalty.
  • Cooperate closely with upper management to consider new solutions and adding special sections to the company's policies.
  • Participate in and attend trainings organized by the company management to qualify and develop skills.
  • If your company is rather big or it is going to enlarge, consider hiring new employees.

2 Customer service experience.

  • Consider several basic rules of techniques:
    • Always engage customer's attention – You should strive for building a rapport and trust with your customer. You can do this in various ways, but the easiest one is to find out what your customer wants by engaging him/her in a friendly conversation. You should introduce yourself by name and where appropriate ask the customer's name.
    • Find out what your customer really wants – Often when a customer comes to a store, he/she may be confused and unsure on where or how to find something. Your primary role is to guide and assist the customer in getting what he/she wants. You can talk to the customer politely, ask relevant questions, and attentively listen to what he/she tells you.
    • Plan your next actions in advance – When communicating with your customer, it may happen you feel you do not know what to do next. For example, after you have assisted one of your customers, you obviously need to help another customer but you do not remember which one. If you do not help the next customer, he/she will not buy something in your store. In order to avoid such a negative scenario, you should plan your actions at the beginning of each workday and create a list of daily duties in advance.
    • Standards – Image and reputation of your company are based on the degree of your customers' satisfaction. Customer satisfaction can be strengthened by sustaining etiquette in your company. To achieve this goal, common standards should be created and introduced in your company, so all representatives will be aware of how to treat your customers.
    • Thanking your customer – There is one important rule: customers like to feel valued and treated with courtesy. Just follow this rule and be thankful for what your customers say about your company.
  • Two typical mistakes that make customer experience worse:
    • Not keeping promises – This is the most frequent and terrible mistake that many companies make when dealing with their customers. You really need to make promises and ensure your customers that some work or service will be done timely and in full range. But you shouldn't make promises rashly just to retain your customer...
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