Goals for Excellent Customer Service
There are two clear goals for excellent customer service:
Increase customer satisfaction and decrease costs. How are those goals met?
1. Reduction of customer contact and shorter training times for customer service representative
Avoid quantity over quality, many times companies add CSRs when they should be adding knowledge based tools.
Ask fewer questions and provide more efficient and faster resolution.
Watch an example of a solution to reduce customer contact https://www.youtube.com/watch?v=LJccOtkM2eM2.
2. Increase in first level solution rate, quick modifications on product changes, and monitoring / optimization of the process.
What is your current percentage of first level solutions? How much could you save by increasing it by 20-50%?
Typical problem handling that many experience is repeating name, location, nature of problems several times, requests to stay calm, check cables, restart set top or modem/router, transfer to tech support, and roll a truck or pick up equipment.
Watch an example of how a company has solved the problem
3. More efficient fault repair reducing field service assignments and end devices that were shipped unnecessarily. Automated assurance and guided diagnostics provide quick repair, diagnostic self-empowerment, reduced field cost, superior customer experience, and excellent service successes.