Regardless of your business, you will always have customers, both new and loyal. Customers will stay depending on how good your customer service is.
Calabrio reports that 60% of consumers have switched their favored brands following negative interactions with customer service centers.
By establishing a guide to customer service for your company, you can maximize your customer retention and even attract new customers.
Do you know how to serve your customers? If you’re not 100% clear on it, don’t worry.
In this blog post, I will take you through some essential guidelines that you can apply to your own company’s customer service efforts.
What are customer service guidelines?
Customer service guidelines are a set of procedures, principles, rules, and recommendations that organizations establish to guide their employees in delivering consistent and exceptional customer service.
These guidelines provide a structured approach to ensure that customer interactions align with the company’s values, goals, and standards.
They define how employees should behave, communicate, and resolve issues to achieve high customer satisfaction and build strong relationships.
Why do businesses need customer service guidelines?
Businesses require customer service guidelines for several reasons:
To offer consistency in service delivery
Guidelines provide a standardized approach to customer interactions, ensuring that all customers receive a consistent level of service regardless of the channel or representative they engage with. This consistency helps foster a reputation for reliability.
To align with company values
Customer service guidelines help align customer interactions with the company’s values, mission, and overall brand identity, contributing to a consistent and positive brand image.
To boost customer satisfaction
Consistent and well-defined customer service practices contribute to higher customer satisfaction levels, as customers appreciate predictably reliable interactions with a business.
Customer service guidelines emphasize promptness, accuracy, and effective problem-solving, leading to quicker resolutions and happier customers.
To build a positive brand reputation
Every interaction with clients reflects on the brand’s reputation. Customer service guidelines help employees represent the brand positively and professionally, ensuring that the company’s image is upheld in every customer interaction.
To efficiently resolve problems
Guidelines provide a structured approach to problem resolution, empowering customer service agents with the tools and processes needed to address customer issues promptly and effectively.
To effectively train agents
Customer service guidelines serve as a training resource for new employees, giving a clear understanding of how to handle various situations.
They also help in the ongoing training of existing staff by providing a reference point for best practices and expected service levels.
To uphold legal and ethical standards
Customer service guidelines help ensure that all customer interactions comply with legal and ethical standards, protecting the company from potential liabilities and maintaining its reputation.
Best practices for customer service guidelines
Customer service also plays a significant part in marketing and improving the quality of your product. Therefore, having thorough guidelines for customer service improves its quality. Here are some to follow:
1. Be responsive
Responding to your customers’ tickets and emails builds their confidence in your customer service.
Moreover, by being responsive to your customers, you can easily figure out what’s truly on their mind, thus enabling you to satisfy their needs directly.
Therefore, being responsive builds a good relationship between you and your customers and improves your product.
2. Advise your customers on the proper actions to take
To build a good brand name, you must advise your customers on the proper actions to take to successfully use your product.
Additionally, by giving the best advice, your consumers can easily use your product, thus improving their customer effort score (how much effort customers spend to use your product or communicate with your company).
Consequently, better customer effort scores are shown to be good indicators of customer loyalty, as well as the likelihood for a customer to spend more with your company.
3. Communicate with your product’s end users
Communication is key to solving your customers’ problems. Listen (or read) carefully. Minimize downtime between correspondences.
Understand the context or circumstances of how your customer is using your product or service.
By being attentive in your communications, your customers are more likely to be satisfied, and encouraged continue their work with you.
4. Analyze and resolve your customers’ inquiries
According to a study from CGS, 80% of consumers develop a stronger emotional bond with a brand after customer service successfully resolves their issues.
Analyzing and resolving your customers’ inquiries is the ultimate goal of customer service.
It is the one sure-fire way to earn a higher customer satisfaction score.
Moreover, this assistance can make your customers prefer your product over others, and they may go on to recommend your product to others.
Consequently, this increases your customer base, your profit level, and your business.
5. Supply knowledge base articles
Most customers stop using a product if it becomes too difficult to use or a similar product is available that offers some notable benefits of yours.
Supplying knowledge base articles about your product increases customers’ lifetime value by giving them the resources they need to use your product successfully.
When they can use their product to meet their needs, they won’t switch to a competitor’s product.
6. Effectively plan your daily routine to avoid procrastination
Procrastination steals time. By planning effectively, you can avoid procrastination and satisfy your customers’ wants in time.
Additionally, effective planning plays a key role in managing your customer support.
When it is clear to every agent what needs to be completed and when, you will resolve your customers’ inquiries on time.
7. Treat your agents the same way you would treat your customers
This final guideline isn’t so much about how to help your customers, but how to run your support team, or just how to work with other agents on your team.
Treat your colleagues with respect and consideration. Doing so makes them feel valued, which motivates them to provide the best service to customers.
In turn, this fosters healthy relationships throughout the business for both agents and customers.
8. Collect and analyze customer feedback
Collecting and analyzing feedback throughout the provision of customer service and support gives you great insight into the effectiveness of your business’ product or service, its development, and its support.
It also helps you determine overall customer satisfaction, net promoter scores for individual customers, and more.
As a result, feedback collection helps you plan effectively since it gives you clear information on what your customers need.
In short, providing customer service is essential for your business to thrive, and providing a set of guidelines for your customer service team will help its agents perform to the best of their abilities.
If you’re looking for a better way to manage your customer support, try BoldDesk.
It facilitates easy communication and feedback from customers, and the tools to drive up your customer satisfaction rate.
With BoldDesk, perfecting your customer support team is easy. You can start a 15-day free trial on BoldDesk.com.