A customer service manual is a guide to help a company’s agents who deal with customer service . To do this, it sets out a series of guidelines and procedures to follow when a customer contacts the company customer service .
What is the purpose of a customer service manual? With this resource it is possible to:
establish guidelines and protocols
Since 64 % of consumers are unable to get help or solutions to their problems through a company’s customer service channels , the customer service manual becomes not only a useful but necessary tool for any company that wants to place customer experience at its center.
What should a customer service manual include?
While each customer brazil telegram phone number list service manual will be tailored to your
company, there are certain essential elements in any guide that you cannot leave out. If you want to know what a service manual looks like, the aspects you should consider are:
Organization and implementation of customer satisfaction during the sales, implementation and use phases of the customer how to prepare the launch of an ecommerce project lifecycle . This means that at every point of interaction you have with your consumer, you need to have procedures in place to take care of the customer experience and meet their expectations .
Specific customer service policies for your representatives . In this section, you’ll define the rules of the game for your employees. For example, how you want them to interact with customers and how
making power they have at their disposal
Procedures for returning and refunding products and/or services . Since this is a common topic in any for-profit company, your customer service manual should stipulate what your business’s policies will
Keeping customers satisfied with the service provided is the way to build sustainability and growth in an organization. Increasing alb directory customer retention rates by just 5% translates into an increase in profits of between 25% and 95%.
On the other hand, when it comes to the consequences of poor service, about half of customers say they would go to a competitor after having just one bad experience. If they have had more than one, that number rises to 80%, according to Zendesk’s customer experience trends report .
Competition in the market has never been as fierce as it is today, and companies must offer quality customer service , both in physical stores and online channels, to prevent customers from migrating to the competition.
If before companies dictated the rules in consumer relations, in this new scenario it is the customers who determine the success of a business. And all this revolves around being very well attended to and having a positive consumer experience .