How Can We Improve Service Quality – Customer service is an essential aspect of running a successful business. Research shows that 83% of shoppers need some sort of assistance throughout their customer journey, although this actually rises to 90% for those with little online shopping experience.
Consumers expect and deserve the best service at all stages of their journey. Building a lasting relationship is key: loyal buyers are more likely to make repeat purchases and recommend you to others.
How Can We Improve Service Quality
Reviewing and improving the quality of your team’s customer interactions is vital to keeping your service at its best. How to do it?
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You need to know what your consumers think and what changes they want to see. You may not be able to read minds, but you can send out surveys after interacting with your agents to gather invaluable feedback.
Customers will appreciate the opportunity to give their input and feel more valued. The information they provide gives you actionable data that you can use to improve your service and implement it in training.
Be sure to include questions that address different areas of the interaction—the agent’s attitude, how long they spent on hold, the quality of support they received, etc. – but also provides space to add your own unguided comments.
Monitoring customer calls is a simple and effective way to identify opportunities for improvement. You can directly hear how your agents are doing and evaluate different types of interactions (technical questions, complaints, general questions, etc.).
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Your QA team should listen to calls at least once a week to see if the general call center / customer service department is on target.
You can listen to mistakes big and small and point out valuable opportunities to upsell or improve the customer experience.
Related: 6 Examples of Great Customer Service and How You Can Do It Too
Scoreboards are a fantastic tool to improve your customer service. They address a number of metrics and evaluate them, providing a brief but effective insight into the quality of each interaction.
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Did the agent greet the caller in a friendly and professional manner? Was the problem resolved on the first call? Did they empathize with the customer throughout the conversation?
Custom scorecards allow you to customize them to fit your priorities and goals. Your QA manager can quickly review the scorecards to identify agents who are leading the way and need more training.
Once you know where the problems are, you can take steps to fix them and improve your overall service.
We’ve all had to go through at least one boring training session that did nothing to make us better workers but everything for us.
Lean Six Sigma For Service
This is a waste of time for everyone involved and could also be a waste of money if the lessons offered fall on deaf ears. With US companies spending $70 billion on training in 2016 alone, companies are clearly investing in improving service — but not always using the right techniques.
Training should not be generic and targeted at dozens of workers at the same time. You need to look at each agent’s strengths and weaknesses before deciding what type of training will benefit them the most.
Facilitate relevant training for office workers through their learning management system, allowing them to develop their most important skills at their own pace.
Feedback is a critical factor in improving customer service interactions. QA analysts, team leaders and/or managers should give each agent individual feedback on their performance to help them recognize where they are going wrong.
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However, this should be much more than just bombarding them with criticism: the agent should have the opportunity to respond and share their thoughts. Recorded calls give you evidence of certain errors and defects and let the employee hear where they went wrong.
Agents should be encouraged to consider how their service helps each customer and what their level of satisfaction would be if it were on the recipient. The more they evaluate their own work, the more they will learn.
Do you think your customer service agents are happy at work? Do you think they feel their work is important? Unfortunately, only 33 percent of American workers are actually employed and 51 percent are looking for another job. Increasing employee engagement will give you a happier workforce – and they’re proven to be more productive.
Disgruntled employees are unlikely to care about the customer experience and overall call center performance. They are also less likely to respond to training or be interested in their feedback.
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Increase employee engagement by listening to them more often. Send surveys to agents and gather their thoughts on job satisfaction, motivation, salaries and more. You must remain anonymous to ensure you receive honest answers.
In addition, reward schemes give agents more incentives to take care of their work and aim to be the best. Give them a good choice of rewards to ensure they have a tangible goal to work towards, tailored to their personal tastes.
Customers should be able to interact with your support agents through the most convenient channel. For example, if you have deaf customers, they will not be able to contact you by phone and will instead rely on a text-based alternative (such as live). chat or email).
Giving customers only one way to interact with your call center or customer service department is simply unacceptable today.
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Live chat is one of the most popular options today, allowing consumers to interact with agents using real-time text chat on their smartphone or computer.
Self-service resources are also essential, such as FAQs, how-to videos, etc. Give customers the means to solve their problems, saving time and reducing the demand on your agents.
Improving customer service interactions takes time, money and effort, but it will all be worth it. The more satisfied your customers are, the more likely they will continue to pay for your products/services and spread the word about their positive experiences.
A good quality assurance process and QA software gives you all the tools you need to achieve a higher level of customer service. Remember: you should always strive to provide the type of experience you expect when dealing with businesses.
Our Quality Service Delivery Policy
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The best way to keep your customers happy, in addition to offering great products, is to provide great customer service. This is why customer service is so important and what you need to get right at every stage of a sale.
Customers want a good experience. It’s as simple as that. We’ve all been customers, and there’s a big difference between receiving great service and leaving a store feeling like you never want to come back.
Applying Statistical Tools To Improve Quality In The Service Sector
From a business perspective, providing good customer service has huge financial benefits. Think about everything
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