6 Steps to avoiding customer service nightmares-Learn how to build proper processes for your customer service team to follow and avoid alienating your customer base.
3. CREATE A CLEAR
PROCESS
Make sure it is obvious how to
reach customer service directly via
• Phone
• Email
• Chat or Instant Messaging
1
Have a clear process
not just for clients but
for customer service
reps (CSRs) too!
4. EASY ACCESS TO
KNOWLEDGE BASE
Make sure CSRs can find the
correct information quickly
• Build a topic-based, structured
knowledge base that is easily
navigated by CSRs and customers.
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I’ve reduced my call
time by 48 seconds
average since we
got this new KB
5. PROVIDE A PATH
Make sure your CSRs
• Know when to escalate
• Know when to disengage
• Know when to just…listen
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Include if/then
process tables to
help CSRs know
when to escalate.
6. FOLLOW UP
Send an confirmation email or letter
after every contact outlining the process
• Make this easy for CSRs
• Be sure to include details and next
steps
4
Include links to helpful articles
in your knowledge base so
customers get familiar with it.
7. CHECK IN
Check back in to make sure the
problem is truly resolved, ask…
• Did the solution work for you?
• Are there any other problems?
5
Don’t drop the ball.
8. CASE CLOSED
When the problem is thoroughly resolved
• Have a process in place to ask
for feedback.
• Close the loop by providing ways
for CSRs to share solutions.
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9. HOW CAN INFORMATION MAPPING HELP?
Call us today to learn
how we can help at
1-800-INFOMAP.
Our consultants provide services including:
• Structuring and building Knowledge Bases
• Creating Policies & Procedures to
streamline customer service processes
• Developing job aids to guide CSRs
through procedures
