Service productivity and customer service are closely related. The more productively and efficiently you can deliver, the better the service you’re providing to your customers. As a responsible manager, you can take deliberate steps to improve your service productivity and customer service. This not only helps boost profits at the company, it also benefits your own reputation as a manager at the business.
Interview or survey customers about your service. Ask for their opinions about your past business relationship, including the quickness of delivery, quality of the service and helpfulness of sales employees. Conduct an online survey, and send a link to them via email for convenience.
Schedule customer service training sessions to employees, and enact a strict set of guidelines for workers to follow when communicating with customers.
Monitor customer service representatives when they are communicating with customers regularly or randomly to identify weaknesses or opportunities for improvement. Address problems immediately, and coach your employees on how to best service customers in the future.
Keep track of the productivity of your workers using a business-charting or spreadsheet program. If you want to take steps to improve service productivity, you must first understand the current situation.
Implement suggestions from your customer service surveys that could improve service productivity. For instance, a customer may give you insight that one element of the service is unnecessary or inefficient. You can then make adjustments and inform your workforce to increase the productivity of service delivery.
Implement and test alternatives for service delivery to boost productivity, namely online solutions. For instance, if you provide a tutoring service in person, you might consider transitioning to an online format, which may lead to quicker and more efficient delivery of help to students.