Improve customer service and support

Many if not most companies have two support operations, customer support and service operation. Now almost every day all the companies also use an elaborate process of selecting a telephone for incoming calls. Let me suggest an alternative way to improve the quality of support offered to your customers.

First of all try to have answered the call as soon as possible to a real person. This would be a small group, depending on the size of your company, you would be able to answer the most basic questions about the products, obtain the name of the person who calls and redirect the more detailed questions to the appropriate person. For example, sales related to sales and services related to the service. If possible, use a system that displays the caller's name and other information already obtained by the person taking the call.

When the initial call, occurs in a system to forward calls when your line is busy. Set up a list of priority starting with the group that is set for the initial call, then if they are busy the calls transferred to sales or service groups. When the volume is very high then the calls should be forwarded on to the management so that your calls are always answered promptly. As an advantage side of this is that the management does not immediately become aware of the problems with a lack of support personal problems or equipment that create an increase in the number of calls.

When possible, I would suggest combining your customer service, cross train staff to be able to answer questions relating to both. Then have each specialized in a product or support area, so that when questions or problems involving the person taking the call should someone else to rely on for help.

Try to involve all your people in process support, you will have a little 'to avoid talking with the customer and prefer to work only on the machine. Try to work closely with these individuals to build trust and break down the barriers they may have in talking with the public. I discovered that when I was away from mobile phones for a long time, I also had trouble getting back into the comfort zone of talking with customers. It can help you plan your sessions short discussion with your support and technical staff so they can share information on how to handle different types of calls.

Always try to get to know your customers by name and they all refer to their names as often as possible in their conversations with the customer. Avoid making promises you will not be able to satisfy and not committing to someone else. Try to always lift and praise other employees and departments when talking with customers and reassure them that their questions will be answered. Follow-up on return calls, even when the call is passed to someone else, it never hurts to call the customer later to make sure that their applications have been taken care of. Try to develop these and other good habits and will not only support a department's success, but a successful company .......