Establish the Basic Rules of Customer Service in Your Company
Posted: Mon Mar 17, 2025 9:15 am
A very important issue is to clearly define the quality standards our customer service representatives must meet, as well as the type of language and tone they should use in their conversations.
Just like when we present a contingency situation, such as a investor database customer criticism or complaint, what are the language parameters and terms the representative should use to address the customer?
Describe the Interaction Protocols in Each Communication Channel
Something experts always recommend when establishing customer relationships, from the company's perspective. It's omnichannel, so it's very common for your company to have more than one communication channel, including multiple social media platforms.
Under this concept, we must keep in mind that each channel has a different behavior and, therefore, a different language . Therefore, it is vitally important that we clarify each of these in our Customer Service Protocol.
Create a Contingency Plan
When it comes to customer service, we can agree that customer concerns and queries tend to remain within a certain uniformity in terms of topic.
However, unexpected situations can arise, and it's important for our team to know how to react and handle them in the best possible way.
Just like when we present a contingency situation, such as a investor database customer criticism or complaint, what are the language parameters and terms the representative should use to address the customer?
Describe the Interaction Protocols in Each Communication Channel
Something experts always recommend when establishing customer relationships, from the company's perspective. It's omnichannel, so it's very common for your company to have more than one communication channel, including multiple social media platforms.
Under this concept, we must keep in mind that each channel has a different behavior and, therefore, a different language . Therefore, it is vitally important that we clarify each of these in our Customer Service Protocol.
Create a Contingency Plan
When it comes to customer service, we can agree that customer concerns and queries tend to remain within a certain uniformity in terms of topic.
However, unexpected situations can arise, and it's important for our team to know how to react and handle them in the best possible way.