Customer service standards checklist
A business that deals with customers every day needs excellent customer service. If your product isn't good enough, your clients will lose interest. Using our customer service standards checklist, you can ensure your agents are following clear guidelines.
Establish a policy for customer service
Following this standard is essential to providing excellent customer service. You should outline your plans for supporting your clients in your business plan. Establish clear procedures for resolving complaints and questions.
What is the best way to set up your customer service policy?
Ensure that your policy includes the following elements:
- The goals of customer service
- Aims for customer satisfaction
- Typical response time
- Providing information to customers
Creating a customer service policy: how should it be done?
In order to manage customer service policies, a number of tools are available, including:
- A feedback form for customers
- Customers' satisfaction survey
- Customer service tickets
- Plan and organize company training sessions
- Taking online courses
- E-books and manuals
Learn more about this topic in our Customer service standards checklist
Social media management checklist
A business' social media management can be challenging. The number of social networks available can make selecting one difficult.
The handy social media checklist makes keeping track of your accounts easy.
What are the steps for checking all my social media accounts?
As soon as possible, you should get into a routine. You should check your social media accounts every morning. If you begin this process in the morning, you will be able to complete it before the day's work begins.
Detailed information about comments, direct messages, shares, and notifications should be checked for each account. To ensure that you do not miss anything, follow a pattern.
Answer any comment you have
Social media comments should be responded to. Caring is essential.
All comments deserve a response, right?
In social media marketing, the goal is to build a community around a brand. You need to engage your audience with positive comments in order to build your reputation.
Establishing a positive image is essential to succeeding online. Customers' comments should not be ignored, as they could harm your business' reputation.
What should be the response to all comments?
Multi-account management is possible with LiveAgent's social media software.
Learn more about this topic in our Social media management checklist
How should a help desk be organized and run? Keep these things in mind. Help desks that are well organized improve customer satisfaction and loyalty.
Plan your help desk's goals
Identifying what the help desk will accomplish is the first step.
How does setting goals benefit you?
In order to measure how well your help desk is performing, you must set specific goals and check to see if they are being met.
Goal-setting: how do you do it?
Goals should be realistic, measurable, and time-bound. The more details you provide, the better. “I aim to resolve 95% of queries within 24 hours through my help desk.”
Individual and departmental targets should be set. Achieving your big goals will be easier if you break them down into smaller ones.
The help desk software
When defining your help desk's goals, you should select your help desk software. Your company's needs should be taken into account.
What is the best way to select help desk software?
It is important to choose software that:
- Simple to use and understand
- CRMs and ticketing systems can be easily integrated
- The platform offers a variety of features tailored to businesses
- An affordable and effective support system is essential
- Get a free trial to see if it's right for you
Learn more about this topic in our Help desk checklist
Finding out what your customers value most can be difficult with so many advice sources available to you. It is easy to lose sight of the big picture in the details.
An overview of the risks
A good understanding of your customers' risk profile is crucial to knowing them.
What is the purpose of risk profiling?
Risk profiles influence a customer's investment goals, time horizon, and risk tolerance. Your products and services should be tailored to your customers' needs based on their risk profiles.
Does each customer have a different risk profile?
The risk factors of a customer can be determined in several ways. Using an online tool or questionnaire is also an option for collecting this information.
Learn more about this topic in our Know your customer checklist
Crisis communication plan checklist
It is possible for an organization to communicate effectively during a crisis if it has a crisis communication plan. When a crisis occurs, this checklist can help you develop a comprehensive communication plan.
In a crisis, determine who is responsible for communicating
You may have a team of people involved, or the CEO may be the only one.
What is the best way to communicate during a crisis?
Keeping everyone informed requires communication coordinators. By doing this, you will ensure that communication is clear and concise.
Utilize LiveAgent during a crisis to communicate
Utilize appropriate channels in advance (e.g., social media, email, text message) in case of an emergency.
How should crisis communication be handled?
During a crisis, effective communication is crucial. A communication channel must also be determined in advance when an emergency occurs. It is possible to reach everyone with an emergency message.
How should you communicate during a crisis?
- Channels and audiences listed in a spreadsheet
- Identify your target audience (for example, through Twitter analysis).
- To find out how your team or audience prefers to communicate (e.g., how they feel about your organization's crisis communications), conduct a survey.
- Examine the best channels for resolving past crises
- You can communicate across multiple channels with LiveAgent during a crisis
Learn more about this topic in our Crisis communication plan checklist
Make your customer cheer - The 3 Customer Service Tips to Help With the Holiday Rush - The holiday season can be a wonderful time, but it can also have its stressful moments, especially when it comes to customer service.
The fact of the matter is that while customers know you’re busy during the holidays, they simply don’t care.
For more info - Click here
The customer and their valuable feedback are playing a major part in the development of the product and services and also it helps to empathize the requirement of the customer through the client feedback, solving the needs and promoting the product for the satisfaction of the customer.
The customer feedback is given by the valuable customer through the forms or by any other direct sources.
The customer feedback not only defines the needs and drawbacks, but it also provides valuable feedback about the success of the product and services.
