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Effective Customer Service and Support by Kevin Smith
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Effective Customer Service and Support |
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Computers,Internet
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Delivering good customer service is critical to your business. Consumers today are more challenging to reach and convert than ever before. To make sure your company provides effective customer service and enjoys high levels of customer satisfaction, answer these questions as you establish or revamp your CRM contact center. Questions to Answer Do you measure the service attributes your customers care about most? The old maxim, "What gets measured get done" remains a true statement. Is your staff trained to handle difficult customer situations? Customer service skills can be learned, but only with proper training. Have you established and communicated your company's customer service goals? You can't expect your staff to take the day-to-day-actions they should be taking to meet your goals if they don't know what those goals are. Does your staff understand customer expectations? Like goals, it's difficult for staff to meet or exceed customers' expectations unless they know and understand them. Do you have enough staff to deliver on what you have promised? If you don't have enough people to respond, it will be hard to accomplish what has been promised. Do you have the right tools? Good software helps you track customer interactions. It can also reveal possibilities. Have you established a positive company culture? Generate a positive service culture by making a good example of people who provide excellent customer service. A good communications platform can help you address each of these questions. As a result, you'll be able to get in front of more prospects faster and improve contact rates. You'll have more opportunity to improve and monetize each customer interaction. You'll also be able to grow conversions by making it easy to schedule follow-up calls and drive sales efforts. Customer needs and expectations are constantly evolving. One way to deliver great customer and continually evolve with those expectations, is to establish an effective CRM contact center.
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