There are four significant factors to consider for providing unparalleled customer service support. Customers want to be treated with respect, given accurate information, have problems quickly resolved and to be exposed to pleasant environments. If problems are conveniently resolved, then the customers can quickly return to normal daily activities. A confirmation from management about the resolutions for disputes will generate more satisfied customers. The business atmosphere should be designed to be pleasant and without distractions.
The customer service department should be available for 24 hours on each day or have a recorded message that advises the customers about the regular hours of operation. There should be posted signs that direct the customers to various departments in stores, which could also have in store music to block any distracting noises. The entrances to offices should have reception areas with employees who provide information to clients. The process for requesting assistance should be very organized.
The customers should receive alerts regarding changes in policies and any pending matters such as a pending amount that may have been accidentally forgotten. If a customer is waiting on the phone for the next available customer service representative, then there should be alerts that periodically inform the customer about the amount of time to wait before speaking with a representative. The customers should also be courteously exposed to features such as music from Mind The Gap Messaging Services, which is music to fill the silence while customers wait on the phone.
Surveys should also be used to verify that the customer has been treated courteously while a problem was being resolved. The feedback from the surveys could be received via email messages, text messages or by phone calls from managers who want to determine if customer service support has sufficiently help the customers. Company managers will not know about problems unless they have been told about concerns. Therefore, the managers should strive to monitor the care that the customers receive from the customer service representatives.
Special consideration should be given to the problems from customer service support. The managers should verify that the concerns from the customers have been resolved and that corrective actions have been taken to improve the performance of the customer service representatives. There could be incorrect information in outdated reference manuals, which would have inconvenienced the customers. The companies rely upon the patronage of loyal customers who must have top priority in the structure of the business operations.