The 5 pillars of customer service and care policies
According to a study , 75% of users are willing to spend more on companies that provide a good customer experience. Today, in addition to price and specificity, companies must invest in differentiation and customer experience to maintain their competitive advantage . In this scenario, it is key to design customer service and attention policies that really work and benefit both the business and the customers customer service .
The above may seem obvious to you, however, research revealed that brands typically spend 98% of their time and resources on attracting new customers, while only 2% on customer service . While this figure is a bit discouraging, it shows that there is an unexplored opportunity for companies that want to work on their quality customer service policies .
Service policies can be the starting point for structuring the exceptional customer service that consumers expect.
Customer service policies are a set of codes
of conduct that guide the approach and quality of service provided to consumers. It is a written document of an informative nature that indicates the values that the company wants to convey and the procedures for resolving user problems.
The goal of service policies is to promote consistency across all interactions and no bias from support agents, thereby showing cambodia telegram phone number list the way to meet customer expectations and accomplish service goals in any situation.
Want a practical example? With a customer service and support policy in place, agents find the most effective online advertising & digital advertising advertising on spotify and how it can benefit you way to answer customers’ most frequently asked questions . For example, when your company offers a refund or what steps are required to return a product.
Service policies may also respond to the following terms:
crisis or contingency protocol: practices used to handle difficult situations, such as angry customers or image or reputation crises.
It is worth mentioning that this list of procedures should be updated periodically , in line with the evolution of your business model and best market practices . After all, excellent service is the main
reason why customers are loyal to a brand
Discover what brand loyalty is and the 4 levels of loyalty to cultivate in your company .
Customer service policies serve to guide your team through all stages of service, so this document is a great source of information about your operations.
What is the purpose of including product or service details in the policy? So that agents know how to proceed in each case and america email provide appropriate responses from a position of knowledge.
Do you know what knowledge management is? Support agents are the ones who know the most about customer issues and how to solve them. This information is gold when it comes to writing or updating a customer service policy. There are customer service tools that allow you to gather this knowledge and make it available to your team.