Customer service accuracy and dependability can make or break your reputation. Fortunately, there are many ways you can earn and maintain a reputation for accurate, dependable service.

Below are five customer service best practices to help you get started.

4 Top Ways to Maintain Consistency in Customer Service

1. Keep Information Flowing Both Ways

Communication is key for your team to represent your company competently.

Schedule regular meetings with your representatives to keep them up to date on changes or use software that allows you to share developments in real-time. For example, tools like Slack help teams share information inaccessible, convenient ways.

By making sure that everyone – and I do mean everyone – is in sync, you ensure that your team can answer incoming questions quickly and accurately. And if they don’t know the answer immediately, they won’t be afraid to find someone who can.

Keeping communication lines open can also reduce “ping-ponging” – what happens when a service ticket, or other customer request or issue, is passed back and forth and no one takes real responsibility for fixing the problem. Since ping-ponging results in frustrated customers who don’t receive the assistance they need, it’s important to equip your team with adequate communication tools to resolve the situation.

Finally, it’s important to constantly collect feedback from your team. Have they noticed inquiries cropping up about the same problems, or identified a gap in communications? Listening to and incorporating their feedback will not only help identify customer pain points but can also yield solutions to those problems.

These communications solutions ultimately provide the insight and tools you need to provide a better service to your target audience.

2. Manage Customer Expectations Preemptively

Everyone’s had those customers. The ones who just don’t understand that no, your IT services don’t include washing their dishes, too.

Sometimes, customers ignore what your product can and cannot do, and still give you a bad review for something you just don’t offer. While some are just contentious, many customers are upset because of an honest misunderstanding.

For example, having a sales rep who claims your product can go to the moon and back (when it can’t) is only setting up customers for disappointment. Disappointed customers mean negative reviews, higher attrition, fewer word-of-mouth referrals, and, ultimately, decreased revenue.

Clarifying communication around product and service capabilities can go a long way in preventing these situations.

Here are a few things you can do to ensure that customer perception is close to their expectations:

  • Make product and service specs readily available on your website
  • Review sales materials to ensure information accuracy
  • Train your team thoroughly in product specs
  • Identify common misconceptions and address them in your FAQs page
  • Offer resources and referrals to customers whose needs cannot be addressed by your products and services

These steps can make a huge difference in your customer’s evaluation of your ability to deliver as promised. The last one is especially effective at engendering goodwill and glowing word-of-mouth referrals.

When things do go wrong, make it easy for your customers to find help: prominently locate your FAQs, your hours of operation, and all types of contact information for customer support on your website.

3. Stay on Task with Checklists and Templates

Dependability and consistency go hand in hand. Checklists can help your employees perform each task consistently to produce the desired outcome.

Without a checklist, it’s easy to miss a crucial step that causes major issues later.

Checklists are commonly employed in professions where lives are on the line (we’d prefer our pilots remember to lower the wheels before landing, thanks), but they can be used to standardize any routine procedures.

Your team will remember what needs to be done while feeling accomplished as they check each item off the list.

At our agency Pronto Marketing, we built custom checklists for each of our services into our dashboard to ensure our team members complete the necessary tasks each time. This could of course be accomplished through different methods, such as a Google spreadsheet or productivity app like Trello.

Pronto Marketing’s digital checklist for setting up call tracker software.

Similarly, you can create templates for jobs that follow the same pattern. Filling in a form is much easier than doing something from scratch every time, and checking things off the list is much easier than trying to remember everything or resorting to a thick company manual each time you need information.

4. Check in Regularly with Customer Feedback

We can all improve the services we offer, so it’s important to listen to what our customers want and need. In addition to keeping in touch with your employees, it’s important to make sure you’re meeting customer needs as expected.

Having a satisfaction tracking system for successful ticket resolution, such as ones powered by helpdesks like Zendesk or Groove, helps you make sure that your team is providing the needed solutions. And when they do, celebrate their successes!

Celebrating customer praise in an internal company Facebook group.

People are motivated by praise and will learn from what they’ve done well better if you tell it to them. Use successful teams as a teaching example to help everyone in your company improve their performance.

5. Build a Supportive Company Culture

Lastly, a happy team with a sense of direction does the best work.

Make sure your team’s needs are being met, particularly ones who are struggling to meet standards. You may find that the receptionist you hired was never given a copy of the company handbook and has been winging it for the last two weeks, or that your previously buoyant sales rep has been sagging due to problems at home.

Build a culture that’s open enough for you to have conversations with employees about what’s hindering them. Give them a comfortable avenue to approach you or other leaders when there’s a problem. Look for ways to ‘cut the red tape’ so that they can focus extra time and energy on delighting customers.

In companies where your team members wear multiple hats, you can work marvels simply by re-emphasizing the primacy of customer service, then empowering them with the freedom to put it first.

Finally, if you push too hard for quantity over quality (“I want you to help x customers this hour!”), your team may sacrifice the quality of their customer interactions in order to meet your demands. People who aren’t rushing to meet a quantity quota will do a better job the first time around. Overall, you’ll have happier customers and you won’t spend precious time sending someone to fix the mess.

Ultimately, dependability and accuracy in your services result from the systems you have in place to empower your team and keep them focused on the customers. Building up a positive culture and resources for your team will take some time, but will have the longevity and constancy you need to be reliable. Contact us for more information.

4 Reasons To Choose a Small Personal Injury Law Firm

Choosing a lawyer for your personal injury or wrongful death case is a decision that is similar to picking a partner for marriage. It may be a long relationship and it is always one that commands the two parties, the attorney, and the client, to trust each other. If one party does not trust the other, the common goal of justice cannot be obtained. This is because justice without trust in the result is no justice at all.

I am writing this entry to encourage face-to-face interaction with those seeking legal representation and the actual lawyer who would be trusted with that case. My biggest competitors are out-of-town, big-city lawyers who, in my estimation, rarely actually meet with the injured/aggrieved parties in my area. So it is no surprise that I often get calls from nearby clients of these lawyers telling me that they are not happy with their lawyer because they don’t know what is going on with their case and they do not trust in what they are being told. I always encourage these folks to try to work it out with these lawyers and I do press them to seek a face-to-face meeting, as that nearly always satisfies client concern, at least for the short term.

Personal Injury Attorney in Springfield, Vermont - Brady / Donahue — Brady  / Donahue

I know a lot of my competitors, and I will say that most of them are very good lawyers and that their firms are usually reputable. But, to me, there is no substitute for the old-fashioned face-to-face meeting. And I do believe there is still something important in the ability to look someone in the eye.

“Whoever is careless with the truth in small matters cannot be trusted with important matters.” – Albert Einstein

Before I talk about the benefits of personal interaction for personal injury clients, I want to stress the benefit of the lawyer to meet with the client. I nearly always demand to meet with my potential clients face-to-face before my attorney-client relationship begins. I’ve been doing this long enough to be able to identify most potential trust issues early on. For example, when I ask a potential client if they’ve ever had the medical condition that they are complaining of now and they either look down or away, fidget, leave moisture on my glass table, and they answer “no,” then I know to pause and inquire further. I advise them that it does not usually matter if they did have prior issues and that I value trust over preexisting injuries in my clients. If they persist in their denial, I have other methods of verifying the truth, but if I get a bad feeling about a potential client, I will turn down cases on that alone. If I can’t trust my client in the initial meeting, I realize that a jury may have a hard time trusting them at trial.

For injured victims of negligence in Ohio, choosing a personal injury lawyer is easy. If you are in a car accident, your mailbox will likely be flooded with mailings with catchy phrases, DVDs, and all kinds of letters from lawyers all over the state. You can be in Portsmouth, call a lawyer in Toledo, and have a lawyer at your doorstep in a matter of a few hours, or less. But choosing a personal injury lawyer you trust is something entirely different. In the instance of this traveling Toledo lawyer, you will likely never see this person again. He or she is probably just a runner, paid to sign you up as a client. Who is actually handling your case – – at all stages, is a whole other story. While you may still get quality representation, you won’t be able to lock in trust because you will likely feel a void in the relationship.

Legal Resume Objective | A Comprehensive Write-up For Freshers

When new clients don’t meet with the actual lawyer will end up handling their case, they are many times deprived of judging sincerity, which goes directly towards how that person can rely on the lawyer. Meeting with the actual lawyer on your case can also give you the opportunity to judge for yourself that lawyer’s commitment to your case, which goes hand-in-hand with whether you believe that person has integrity. Lastly, by meeting face-to-face with your lawyer, you can judge for yourself their competency and whether you feel they will be consistent in providing results.

If you don’t like the lawyer you meet with, move on to the next one. Because if you don’t like them, a potential juror might not, either, and it is important that you find someone you feel comfortable talking to. And to me, there is no substitute for sharing a cup of coffee with the folks I’ve asked to trust me.