How to provide good service with just 2 reps?
My boss's #1 priority is customer service, how are we to meet this demand with only 2 Customer service Reps?
Answer
Date: November 2nd, 2007Hi!
Against popular belief, customer service is not only provided by the customer service reps, but by ALL folks in the business.
Consider that everything is going smooth... sales reps are knowledgeable and courteous The product meets the customer's expectations, instructions are very clearly written. Information can easily be found. Website is fast and easy to navigate. etc. etc.
If all goes well, there will not be much to complain about.
Discuss with your boss, how you can get everyone working towards making things smooth on the moments the business touches the customer. And this means involving everyone in your business who is directly or indirectly part of any process that touches the customer.
So, when the original goal of customer service is to make customers happy again, it should be the entire business' goal to make customers happy... again and again.
You are not with just 2 customer service reps. Everyone in the business is a customer service rep. Even if they're job title doesn't say it.
All the best,
Erwin.
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