If you're considering reevaluating your customer service strategy your main focus is figuring out where you can improve. A business' customer service strategy is not just about what information you're giving customers.
If you want to change your customer service philosophy, here are four inexpensive tools you can implement right away to make a change. I can give the seal of approval on all of these because we use them right here at AccuConference.
One of the most important parts of customer service is that your employees are familiar with your product and your company. When a customer calls in with a question or a concern, your goal is to make sure this is the only call that has to be made. Getting it right the first time makes a big impact on your customers and step one is educating your employees.
One of the best things you can do is trust your employees and this starts at the very beginning of a hiring process. We have a very specific hiring process that helps us to determine candidates that have the same philosophies and feelings about customer service that we have as a company, and because of this my managers trust me to handle some things on my own and to take a concern to a higher level when I need to.
This is AccuConference and we are not the droids you’re looking for. (Hah!) We don't use scripting. Sure, we have standard responses to things, but they aren't the product of a script, they are the product of our experience. This is a big difference. Not being on a script gives us the chance to develop a rapport with customers and let them get to know us.
No Bait, Just Fish
An advertisement, whether it is a commercial, a print ad, or even a tweet sets a tone and an expectation with your customers. If you can't deliver on a promise made in an advertisement, then you're suddenly in a position where your first interaction with a potential customer may be viewed as a deception. This isn't a good way to start a relationship and can take a lot of extra work to repair. This is why when someone sets up an account with us they find a low rate, all of our features, and our undivided attention.
How do you approach customer service?
So you want to have a conference call? You can always start a conference call in minutes, however we suggest a bit more preparation for a conference between you and your co-workers. When inviting clients or customers to your conferences, there are a few extra things you will want to do.
First: Decide What Your Call is About
Write out what the meeting is going to be about and create an agenda, making sure to estimate how long each point will take. It's always good to give yourself 5-10 minutes of margin. Don't forget to budget time for questions.
Second: Decide Who
Once you've worked out when you want to have the call, decide who is going to be there. This is a good time to ask yourself if you'll be having a guest speaker or if you need an operator assistance.
Third: Send Your Invitations
Now that you have all of the above worked out, it's time to send out your invitations. Your email invitations should include:
- What the meeting is about
- Their call-in number and participant code
- When the meeting is and for how long
- An abbreviated version of the agenda
Your participants are taken care of, so where will you be? The beauty of audio conferencing is that you can host a conference call from pretty much anywhere. So your only guidelines should be to conduct your conference call from a quiet place where you won't be interrupted. And—for absolute best quality—use a landline. One final suggestion: use a headset. It's much more comfortable than cradling the phone in your neck.
Use this helpful conference call checklist before you plan your next meeting:
PREPARE YOUR CONFERENCE
__Choose the date and time.
__Determine if you need operator assistance.
__Will there be a guest speaker?
__Do you need a registration page?
__Do you want the conference call recorded?
__Will there be a visual element requiring web conferencing?
CREATE AN AGENDA
You need to write an agenda to send to speaker and participants so the know what to expect.
__Does it have a realistic timeline?
__Is there a need to have breaks?
__Will there be Q&A? How long will your Q&A session be?
__Do you need a different version for participants?
__Do you know how to mute your telephone?
__Is the sound quality on your conference good?
__Did you do a practice run to make sure that you know how to join the conference and the webinar?
__Do you have a backup method of connecting in case there is a problem with your connection?
Looking for ways to improve your speaking abilities? Here are four more resources: