Increasing customer service standards is considered highly important to companies. Consumers prefer to shop or use services from companies that have high-quality customer service. This ensures that a polite, knowledgeable representative will assist them if a problem arises. When one company has better customer service than another, the consumer is more likely to refer the company to friends, which generates more business and increases company earnings.
Customer Service Campaign
Telemarketing for sales is frowned upon by consumers today. People choose to screen their phone calls to prevent dealing with representatives from companies for any reason. A customer service marketing campaign is one project that helps a company evaluate where they stand in the consumer eye and identifies what areas of customer service need work. To do this, a company can call or email all customers that have purchased products or services in the past. Ask customers to agree to a short, 10-question-or-less survey regarding their experience with the company. While not every consumer will agree to take time for the survey, many will in order to have their voices heard.
Mass Marketing Coupons
In a time where product prices are increasing and unemployment is at an all-time high, many consumers appreciate a coupon for regularly used products. Issuing coupons by mail or email is another customer service project for companies. A business that is willing to give consumers a price break is instantly more attractive. Mass marketing coupons can also be tied into a short survey regarding products or services offered by the company. It should be listed as a “complete this short survey and receive $00 off your next purchase,” to increase the number of consumers willing to complete the survey.
Surveys and marketing campaigns highlight the areas of weakness that exist within a company’s customer service department, however, the changes must start at the employee level. To encourage staff members to follow new guidelines and increase customer service ratings for the company, hold a contest. The contest should be based solely on customer service skills, not sales skills. For quality control, record employee phone conversations with consumers and ask consumers to partake in a short survey at the end of their session. This allows all the details to be fresh in the consumer's head when they take the survey. From here, the employer can generate a point scale for comments, service calls completed and service skills demonstrated. Offer weekly or biweekly prizes for the top winners. Small bonuses, gift certificates to restaurants or businesses and entries into drawings for a grand prize, make ideal choices for prizes.