providing good customer service

providing good customer service

If we could see companies as a human being, make sure customer service would be sense organs. If you want to give your customers an excellent experience; You should check up frequently and make sure your eyes hear, your ears heard, and your voice wires don't have nodules. The feeling that you leave in contact with your customers is as important as the health of your sensory organs.providing good customer service Our focus points are to leave positive feelings in your customers and to provide repeatable experiences;

providing good customer service

1- Resource Planning

The most basic requirement in customer service is that customers can make a fast and high quality return to their notifications. These notifications include call center, e-mail, social media etc. can come from such media. Analyzing the current reporting volume on a monthly, weekly, daily or even hourly basis; Target KPIs, ie response rate, average waiting time, target response time, such as performance criteria, such as follow-up trends, providing good customer service reporting the average working time on an agent-operation basis and determining the optimal number of personnel is critical.

You must not work with the missing capacity to provide a positive customer experience. Working with overcapacity will also have a negative impact on costs, and resource planning is very important in terms of positive customer experience and cost control.

2- Solution at First Contact

One of the most important KPIs to provide a positive customer experience is the first contact solution. Each customer asks for the resolution of his / her complaint in the shortest and easiest way, and for the information or processing request to be met. But; many organizations are inadequate to provide solutions to the customer at the first contact due to complex business processes.

In order to ensure customer loyalty, decision trees are the recommended method to provide solutions in the first contact. First of all, notifications should be classified and all business processes touching the end customer should be analyzed and simplified. Customer representatives should be provided with fast, high quality and minimum error.

In addition, the changes in products and services that we provide to our customers from time to time in today's conditions and the training of the units in contact with the customer regarding the changes that are reflected in the processes are a critical issue. Ensuring that your employees always have up-to-date information is critical to a positive customer experience.

 3- Service Quality

In order to achieve a sustainable success in customer service, you must standardize your service quality approach. You should support your integrated marketing communication and corporate identity approach with your service quality procedures. Each company needs may be different, but; in particular, you must have procedures for basic customer expectations for notifications from the call center and set up your quality control mechanism. Although there is a competence to be taken in every employee to take the initiative, if your customer representatives determine their approaches / methods on each issue, you may have to follow the meditations in the customer satisfaction trend. Do not play by yourself if possible. You can conduct satisfaction surveys, confidential customer searches by working with independent research companies. You can perform SWOT analysis by benchmarking with your competitors, and you can report customer sentiment regularly.

- Customer orientation

- Active listening

- Vibrant and vocal tone

- Ability to analyze the need and produce the appropriate solution

- Information / Transaction Accuracy