“Create a great customer service program to avoid misunderstandings and costly disputes.”
Let’s look at your customer service program.
A way for customers to vent or get answers when there is a problem and their immediate contacts are not providing the answers they want.
Many times problems start with just a misunderstanding and escalate from there. Give you clients a way to seek more clarification or possibly a better solution and you may avoid a potential claim and keep that customer.
Give your customers someone to talk to the understands customer service.
- Everyone is part of customer service
- Train your project teams on how to deal with customer issues
- They need to open the door by asking “any issues”
- Make sure you provide training for all employees that interact with customers
- Where does the customer go next when there is an issue with the immediate team?
- Team senior management – make them available
- Corporate management – provide proper contact information and encourage it
- Consider a third-party for smaller organizations
- Things to consider
- Train your CS reps on listening and asking questions
- Be reassuring – “I will look into it for you” and follow-up
- Explain your side carefully and clearly – own your mistakes
Take the time to develop a good customer service program and you can save client relationships and avoid disputes.
Train your teams on customer service
Develop a customer service procedure and team
Provide solutions and feedback