Managing the Customer Service Department – Episode #82

by Richard Wilson on July 31, 2011

The following video is borrowed from our platform and was originally recorded for our business management training program.   Customer service is one of the most important areas of a business.  Even a business that has a great product can suffer if the company has really poor customer service.  In this video, I offer some tips and strategies for managing the customer service department and customer service professionals.

Video Transcript/Summary: The strategies and tips provided within this video module include:

  1. The first tip is to over-train your customer service representatives.  This refers to both internal training and external training.
  2. Test your employees regularly on all aspects of the business–such as by sending them e-mails and testing their response or calling into the business.
  3. Another tip is to give your customer service professionals as much autonomy as possible so they can give discounts and other ways to help satisfy customers.  This also cuts down on the hassle for you and gives your customer service representative a greater sense of power.
  4. Another best practice for managing customer service is to make sure that you constantly update your frequently asked questions (FAQs) page.
  5. You should also look for ways to implement technologies that will make your customer service much more efficient.  
  6. The last tip is to have as many systems and processes in place for your customer service staff. 

Managing the customer service department requires constant work, but if you use some of the tips offered in this video you can have better customer service and make you and your customer service professionals happier.

Thanks for joining us, and I will see you again soon,

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