That’s what your customer service policy is for. In order for all of your employees to provide consistent service, you have to set guidelines. In fact, 69% of consumers do more shopping with brands that offer consistent experiences in-store and online. Customers expect a consistent experience regardless of the channel they use, the customer service representative they speak to, or the location they visit. One of those expectations is consistency. 68% of customer service leaders in the US have seen an increase in customer expectations since February 2020. ![]() Sometimes this is an internal code of conduct only, but many companies publish their policies publicly to let customers know what kind of high-quality service they can expect.Ĭustomers today expect more than ever. What is a customer service policy?Ī customer service policy is a document that guides the way your employees and your organization approach customer service. This article explains why you need a customer service policy and how to create an effective one for your business. When all of your employees follow the policy, agents know what they can offer and customers know to expect consistent, high-quality customer service from your company, regardless of who they talk to or what channel they use. You can ensure that your customer service team knows exactly how to operate with a document called a customer service policy. It’s important not to leave “good customer service” open to the interpretation of individual employees. Will all of your support agents handle it the same way? Maybe one agent feels that the situation warrants a refund while another doesn’t believe it requires follow-up at all. Let’s say a customer has a complaint about a recent purchase. ![]() ![]() You want to provide customers with a great customer service experience.
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