An essential element for optimizing the work of the entire team is avoiding any confusion that may arise among representatives. That's why we must clearly establish the responsibilities of each employee.
Ensure our Customer Service Protocol includes each function, investor database hierarchy, area of expertise, and contact for each employee. This allows employees to have a tool at hand that makes their obligations transparent and facilitates their work.
Define, According to Your Company, What is Good Customer Service
For each company, offering good customer service can mean different things. That's why it's very important, based on your company's mission and vision, to define the parameters under which the company considers optimal customer service.
Currently, most industries face a lot of competition, and we know we tend to lose customers after they experience poor customer service.
For this reason, we must be extremely clear and concise when communicating to our team what should not be done in the Customer Service Protocol, so that employees can avoid engaging in behavior that is not considered acceptable.