STEPS TO AVOIDING CUSTOMER SERVICE NIGHTMARES6

Customer Service Nightmares

can be avoided

with 6 simple

but critical steps

CREATE A CLEAR PROCESS

Make sure it is obvious how to reach customer service directly via• Phone• Email• Chat or Instant Messaging

1Have a clear process not just for clients but for customer service reps (CSRs) too!

EASY ACCESS TOKNOWLEDGE BASE

Make sure CSRs can find thecorrect information quickly

• Build a topic-based, structured knowledge base that is easily navigated by CSRs and customers.

2I’ve reduced my call time by 48 seconds average since we got this new KB

PROVIDE A PATHMake sure your CSRs• Know when to escalate• Know when to disengage• Know when to just…listen

3Include if/then process tables to help CSRs know when to escalate.

FOLLOW UPSend an confirmation email or letter after every contact outlining the process

• Make this easy for CSRs• Be sure to include details and next

steps

4Include links to helpful articles in your knowledge base so customers get familiar with it.

CHECK INCheck 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.

CASE CLOSEDWhen 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.

6

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