How to Create a Consistent and Repeatable Customer Service Process

Regardless of your communication channel or Customer Service Rep, you should have a Customer Service strategy that is consistent and repeatable for all.

Though strategies are likely different among different organizations, how individual reps approach your Customer Service strategy within your organization should be the same.

Everyone should be walking the same path to Customer Service success.

Customers should have the same experience over the phone, via chat or email, etc.

Additionally, if a customer calls in over the course of two days and speaks to two different reps, answers and methodology among your reps should be consistent.

The only differences should be among slight because of differences in personality.

Better control the outcomes of your process by providing your Customer Service team with standardized openings and closings, for example. Consistency is important in providing comfort and confidence for the customer.

Make sure, as a Manager, your reps are using systems the ways they should be, such as in CRM or Marketing Automation systems.

Use guidelines for information recording within your systems to enable and encourage consistency.

Customer Service Reps will know exactly what they should be putting into the systems this way, which will allow you as a Manager to visualize where holes need to be filled in to meet customer demands and desires.

Learn more about simplifying the relationship between the customer and service rep and creating an effective consistent and repeatable process for your organization when you read Ledgeview’s new eBook: “10 Best Practices to Improve Customer Service.”

>>> Download it here.

Learn more about Ledgeview’s Customer Service Consulting Services here.