To get real results in building an effective and qualitative customer care service system, it is important to pay sufficient attention not only to clients, but also to working members of staff.
To determine what corporate criteria are especially appreciated by your members of staff, you can have individual talks or test your staff. These tests allow you to get information about their motivation and level of corporate loyalty.
Use the following questions while talking with and testing staff members:
- What valuable things does the company offer to the members of its staff?
- Do you have any difficulties at work?
- What satisfies you about working at our company?
Thus, building an effective and qualitative customer care service system means working in two directions corresponding to a personal staff and a client base.
As a result of performing the internal and external analysis, you will determine key points of cooperation with a client and also criteria determining his impressions of your company and the service received. This data allows you to find out the weak areas in your company’s interactions with a client and to take appropriate actions. After that, all you need to do is develop and implement measures to fix the existing problems in customer care.
This practice demonstrates that in order to have good sales, it is not sufficient to have only cliché greetings and smiling shop assistants. A modern customer expects more, and his shopping expectations are correspondingly very high. A good employee should be ready for every extraordinary situation and always offer a client an alternative choice. He should be able to work with objections and use them as an opportunity to motivate a buyer to make a purchase.
One of the most effective instruments in the first stage of work is setting up and implementing regulations that specify obligatory corporate standards for a staff. This can be a list of rules, determining a protocol for coordination and working with a client.
Corporate Regulations as an Instrument of Sales Efficiency
Developing and regulating certain quality standards of client service is a whole set of steps, which require understanding of certain business processes. First of all, you should decide what results you intend to get. What gives your staff a unified system of cooperation with clients? Try to answer these next questions:
- What is the main purpose of the implemented standards?
- What problems and difficulties while cooperating with clients is this instrument intended for?
- For whom are the regulations intended?
- What is an information part of implemented regulations?
It is necessary to involve heads of departments — where quality standards are going to be implemented — in the process of regulations development. Experts also recommend taking into account the opinions of members of staff for whom the regulations are directly intended.