The customers expect the Sky services to be reliable. Not just in terms of the customer support, but consistency in the technology your customers interact with.
One of the basics of customer support services, customers expect them to be responsive to their problems. And it doesn’t end there, responsiveness includes not only assisting in the problem user is facing but helping them solve those problems.
Have the required skills and knowledge. Since nobody can know everything all the time, setting up a proper Knowledge Management system is essential. Training should not be seen as something that happens when a new employee starts, but a continual process.
Customers have easy contact with the company. Customers expect their problems to be solved using the medium they are most comfortable with, but for companies using Salesforce, Live Agent is a great way to ensure access.
Politeness, respect, friendliness, consideration. All these are personality traits customer service people should embody.
Explain the service; keep informed in a clear manner. In a customer service system, attention should be paid to things like call scripts and email templates, to make sure they are understandable.
All representatives need to be trustworthy, honest, and believable. Vendors need to be open about mistakes, and acknowledge when things have gone awry. Once credibility is lost, it is hard to ever regain it.
This includes confidentiality and risk mitigation. It is important for vendors to take a customer’s need for security seriously. Set up strong data policies and let customers know about your team’s efforts for security and confidentiality and their behalf.
Individualized attention, specific requirements. As we drive for efficiency in our customer service systems, it’s easy to forget that all customers are unique. Systems need to retain key data about customers that allows representatives to treat customers with understanding.
Appearance, good facilities and equipment. This includes having attractive, modern interfaces for customers in all computer systems.
Keeping these 10 Expectations in mind when building your customer service system will not only help prevent an embarrassing disaster, but will build a loyal customer base.