101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Part Three. Planning

Because companies naturally have limited resources available in terms of employees, data acquisition, supplies, equipment, and so forth, planning is a critical factor in providing exceptional customer service. Successful service and quality improvement efforts require solid preparation and management. Planning creates the structure necessary for the customer service function to operate, particularly as it relates to task completion. It affects the organization’s ability to provide quality customer service in terms of employee knowledge, goal setting, standards, processes and procedures, functionality of service and products, change management, organization, documentation, and continuous improvement.

For most customers, reliability is considered to be the core of quality service. Therefore, an organization’s goal is to deliver products or services to customers in an efficient and timely manner without error. This requires service representatives who are resourceful, responsive, and, most important, accurate. They must listen carefully to requests, follow instructions, research information promptly, keep to agreed-on schedules, and solve any problems that arise.

Customers base important decisions on the information they receive from organizational representatives. Service providers therefore need to be well informed about the company’s products and services as well as be aware of the various processes that promote quality service. Training must occur right from ...