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Apr 12, 2022
In Assistance Animals Community
Your people need to available to handle contacts where they have the opportunity to restore customer confidence, build loyalty, or strengthen relationships with your customers. They don't need to handle "Can you tell me where the nearest XYZ Outlet is to zip code 74012?" questions. What you need to do is generate a list of commonly asked questions and put the questions and your answers on your website so customers can search your database and find their own answers. This can save an enormous amount of time and money because customers can serve themselves instead of calling your reps or sending emails for help email list. One of my clients, Vistakon – a division of Johnson & Johnson, has the best example of online customer service I’ve seen. Check out Vistakon’s FAQ page by going to [http://www.jnjvision.com/faq.html.Other] great examples include Amazon.com and http://www.callcenterwebinars.com/faq.html. Bottom Line: Automate as much as you possibly can and always look for ways to automate more of your routine responses. Four out of 10 workers don’t find that email makes them more productive and that’s probably because they haven’t learned to automate common functions. Implement the ideas I presented here and you’ll find that email not only makes you more productive, but it increases customer satisfaction and frees staff up for more tasks.
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