[This article was written by Anica Oaks.]
Your customer service agents are on the front lines of your business, not just helping out your customers but also building your company’s reputation. You need to ensure that they are providing perfect service, but you can’t monitor them every moment. Below are four ways you can ensure that they are providing excellent service so that your business continues to thrive.
Use Secret Shoppers
One time-tested way to test out customer service is through secret shoppers. These faux-clients work to see how your business’ customer service really works when no one is watching. Engaging a few people to go in, see how things work, and report back to you is a great way to figure out if your employees are really doing their jobs well. Secret shoppers shouldn’t be used too often, but the possibility of their presence will keep everyone on their toes.
Get Customer Feedback
Customer feedback should always be one of the your most useful tools. Whether you provide a survey at the end of an online transaction or you have a hotline open for customers to leave reviews, you can use this information to figure out exactly how well your customer service employees are doing their jobs. You’d be amazed how much information you may be able to glean by a few well-made surveys or a convenient comment card.
Keep the Lines of Communication Open
It’s also a good idea to make sure that you’re communicating with your customer service agents. For some businesses, this means that the boss needs to be out actually engaging in customer service to see how their day-to-day jobs work. For others, this means investing in a messaging service for business so you can keep in contact with them when necessary. No matter what you choose, you’ll want to ensure that you can keep everyone on the same page through simple communication.
Give Them What They Need
Ensuring perfect service isn’t just about requiring more from your team—it’s about positioning them for success. Make sure that you’re aware of the challenges they face and that you are willing and able to provide them with the tools to succeed. This means keeping enough customer service agents employed to allow them to work with customers efficiently and providing the technology and training necessary to get the job done right. If you can help your employees do better, they’ll exceed your expectations.
Ensuring great customer service means getting feedback, communicating well, and providing the right tools. If you can do all of that, your customer service agents will be better positioned to do a great job. Remember, a good customer service agent is the first person to whom most customers will speak, so making sure they succeed can mean quite a bit for your business.
Freelance writer and web enthusiast