Customer service week is here again – a time for the companies and customer service providers to reflect on their customer service standards and scopes of improvement in that field.
Customer Service Week is an international event devoted to recognizing the importance of customer service and to honoring the people who serve and support customers with the highest degree of care and professionalism.
At Fusion, we celebrate this week by –
- Boosting morale, motivation and teamwork.
- Rewarding our frontline reps.
- Raising awareness of the importance of customer service.
And finally, reminding our customers of our commitment to customer satisfaction. Being a well known third party customer service provider it is our job to keep our clients’ customers satisfied and we leave no stone unturned to attain that goal.
At Fusion we believe that Customer Service week is not just an event where we recognize customer service best practices, it is an event that inspires us to deliver our best in the field of customer service throughout the year. And to do so, we have a 6-pointer strategy.
Reinforcing the Customer Service Standard of Our Clients on a Daily Basis:
We adhere to our clients’ customer service standards so that their customers enjoy an optimum customer experience every single time. And in order to stick to that high standard we conduct a brief meeting before hitting the floor and remind our employees of the importance of quality customer service.
Review and Revamp (If Necessary) Our Customer Service Staff
From time to time we carefully evaluate our hiring and selection procedure. We look for certain qualities in our customer service employees. These are
- Warmth – Human kindness
- Empathy – Understanding what the customer is feeling
- Teamwork – a team player
- Optimism – the ability to quickly recover from any setback and take up any challenge in a positive note
- Diligence – the capability and willingness to be with a customer from the beginning to the end
Working with Technical Skills
We aim to quickly provide the right solution to every customer. We believe that, you should provide a first call solution to every customer. There is no point in being nice to customer every time they call while not being of any service at all. It will eventually turn off a customer. We are always looking for new ways to strengthen the technical parts of customer service to deliver efficient, effective and timely solutions to the customers.
Working with a Smile
We are also a firm believer of delivering quality service with a smile. While delivering quick and efficient service, it is possible that some of the employees forget to offer a customer the warmth and kindness which they look for. We ensure that this does not happen. At the end of the call, a customer should have a lingering smile in their face.
We believe in empowering the employee. We encourage them to do the right thing. This way, our front-line employees can offer the customers the solution in the quickest possible time and defuse any complaint before it gets online and spreads like a wildfire.
Define the Standard to each Frontline Employee
Each of our frontline employees knows the customer service standard our clients adhere to. They also know the reason behind those standards and enjoy autonomy in how they will adhere to the standard in the frontline.
We believe that by following this six-pointer strategy in our day to day operations, we can deliver excellent customer service to our clients and their customers.