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5 Best Practices We Follow to Achieve Customer Service Excellence
Ready Bytes Software Labs Pvt. Ltd. © 2015 ALL RIGHTS RESERVED
1. Thorough Product Training
1. Provide in-depth training of the product2. Product functionality as well as code level details3. Installation, configuration, customization4. Common questions from customers5. Common scenarios where customers need
assistance6. How to use knowledge base effectively
Ready Bytes Software Labs Pvt. Ltd. © 2015 ALL RIGHTS RESERVED
2. Process Orientation
1. Follow step-by-step process to resolve the issue
2. How to acknowledge and respond to an issue3. How to ask for details, questions4. How to offer right solution with complete
details5. Maintain solution in knowledge base
Ready Bytes Software Labs Pvt. Ltd. © 2015 ALL RIGHTS RESERVED
3. Seek Information
1. Ask questions to know complete detail of the issue2. Understand the issue well before providing a solution3. Time is of the essence so ask and respond timely4. Follow up properly
Ready Bytes Software Labs Pvt. Ltd. © 2015 ALL RIGHTS RESERVED
4. Respect Customer’s Privacy
1. Customer’s privacy must never be compromised2. Ask for permission for access and installation3. Revert site in same state as before 4. Use direct messages for sensitive data
Ready Bytes Software Labs Pvt. Ltd. © 2015 ALL RIGHTS RESERVED
5. Right Attitude
1. Attitude and soft skills are of utmost importance in providing great customer support
2. An attitude to serve customers in the best way possible
3. Active listening is required to understand customer’s problem
4. Effective interpersonal skills and communication skills are required in having smooth conversation
5. Assertiveness skills are required in keeping the communication streamlined
