This is the hardest question I have asked as a blog title, because there just is no easy answer. Before I try to answer the question at all, let me set some parameters. I am talking about smaller companies and not those that operate large call centers. There are dozens of consultants who specialize in software and metrics for large call centers. But most of my clients do not operate call centers and they have a more intimate relationship with customers. So let’s look at this question in terms of smaller companies.
One glib answer I could offer is that your customer service has to be at least good enough to make your customers happy. And there is certainly some truth in that, but that sounds a bit like consultant speak. So let me dig a little deeper and ask: what ought to be the goals for a smaller customer service group? Here are some of the traits a small customer service group needs to have to produce the best results. I have learned these over the years by having worked with literally hundreds of small customer service groups:
- Friendliness. One of the advantages that small companies have over large ones is that your employees can get to know your customers and form bonds with many of them. This should be encouraged because when somebody knows the person they are talking to on the phone the whole transaction is more likely to go well. So encourage your customer service reps to get to know your customers.
- Accuracy. Accuracy means just what it says. It means making sure every order you take is accurate so that the customer gets what they asked for. It means giving customers the right answer when they ask a question. It means perfect directory listings. And to be accurate requires training, but more importantly it requires that your reps are graded for paying attention to details.
- Prompt Responses. Customers love it when a customer service rep has the information they are looking for right at their fingertips. If they call with a billing question they don’t want to be put on hold for five minutes while your rep tries to find the answer to their question. The way to make this happen is to have a good OSS/BSS system. If you want your reps to do a great job you must have great tools. Companies often get very comfortable with a software system and never consider changing. I visit many clients and see them using outdated systems that make it hard for their employees to do a great job. There is no excuse for that these days. There are a number of quality vendors and you should not be afraid to change if your current software is not doing what you need. I always ask the question – who is more important to you, your customers or your vendor? Do not get wedded to a vendor just because you have used them for many years. If they can’t and won’t keep their software current to fit your needs, look for somebody that will.
- Knowledge. Your customer service reps ought to be able to answer most questions about your products and prices without having to look up basic facts each time. Make knowledge a priority in how you grade their performance each year. They ought to know how your most common features work and should be able to walk a customer through using them. They ought to know the basic troubleshooting steps needed to fix basic problems when they get a trouble call. If they can take care of a problem without having to refer it to a technician, then you will have saved money and have a happier customer.
- Empowerment. Your customer service reps should be empowered to fix customer’s problems on the spot. Some companies have policies like always requiring higher approval before giving a credit to a customer. Empower your employees to make decisions and take care of customer problems on the spot. You can always review credits that are given out and if you don’t like the way they were done you have a teaching opportunity to do it better the next time. But don’t be afraid to empower your employees to take care of customers so that the customer can get a problem resolved on one phone call, talking to one person.
- Not Scripted. I don’t know of a person who doesn’t feel marginalized and unimportant when a customer service rep is clearly reading something to them off of a screen instead of talking to them person-to-person. This is something that many large call centers foster, and sometimes calling customer service feels like talking to a robot. I don’t think this works well for large companies and is one of the reasons that people hate large telco and cable company customer service. So don’t fall into this trap and try to put pre-packaged words into your reps mouths. Make sure they know what they need to know and then just let them talk to customers like a person.
- The Right Policies. Your reps need to be working with policies that are customer friendly, and this is all up to you. I often find policies that make me shake my head. For example, I have one client who required a money order or cash for a customer to reconnect service for non-pay. Of course, this leads to customers just deciding to not come back. The policies you have in place in dealing with customers need to all have the same underlying premise – they must be customer-friendly and they must make it easy for customers to use you as their vendor.