Six Customer Service Areas to Check
How do you communicate under different conditions such as
- when Christmas shutdown is happening,
- job deliveries are pushed out,
- you are waiting for customer information to continue,
- customers request work order status updates, or
- providing follow-up after jobs are complete?
Audit what is going out the door. Your customers are watching. Also, you probably want them to see your best foot forward on all marketing communications if you want a chance at doing the work for them again.
4) Check how you monitor customer loyalty and satisfaction.
How do you collect, organize and analyze customer feedback? Is it by gut feel? You should be able to review your customer feedback survey—the process, the reporting, the analysis, customer follow up process, and planning that results from this process. There are two types of customer feedback processes.
I) Post-Job Feedback Process: This is a short survey after jobs are completed.
II) Annual Health Check: This type survey should be sent to all customers to assess the previous year, set goals, connect with customers on issues that surface, and roll out plans to the team to improve for next year.
5) Check how professional your customer interaction team is.
Not just the CSR, but anyone who comes in contact with customers—shipping and delivery, prepress, graphic designers, etc. You may want to ask a close friend who happens to be a customer to act as a mystery shopper and analyze and dissect the service experience. Ask them to be conscious of every aspect of the experience. Maybe have a five-point check sheet for evaluating staff that asks:
- Professional: Were they pleasant, inviting, caring?
- Knowledgeable: Did they know what they were talking about?
- Trustworthy: Were they honesty when answering questions?
- Quality of outcome: Did they answer your question?
6) Check how well the team follows a logical customer service or selling process.