How do the following issues apply to your company's customer service system?
Slow response time to customer service requests
Rude communication with customers by customer service personnel
Repeated switching from one CSR to another
Excessive automation of the customer service process, live person is hidden behind automation
Lack or poor level of after-sales customer support requests
Incompetent or poorly trained customer service staff
Different customer service channels have different degrees of development and are poorly connected with each other
Frequent offers of products that the buyer does not need
Failure to fulfill your obligations to the client
Poor understanding of customer problems and requests
If any of the above issues concern your company, our International Management Decisions Library can catalyze positive change. It offers standard operating procedures for your customer service system’s potential growth and improvement
What is a standard operating procedure?
Management processes of any company often correspond to the well-known saying: “The new is the well-forgotten old”; In most cases, business development follows several known scenarios, so no matter how unique your management problem may seem, there is a high probability that someone has encountered the same challenge once. Clearly, albeit with some adaptation to the country and/or corporate culture, a business solution does exist that will work for you
A standard operating procedure (SOP) is a set of instructions describing in detail and systematically how to perform a task or activity related to improving business performance. These detailed guidelines are easy to follow and leave no ambiguity about what to do and how to do it. The question is, where should you look for these SOPs? The answer is …
