How To Measure The Quality Of Your Customer Service?

Customer service is one of the aspects of a business that is difficult to map on a chart like others. In today’s post, our guest author shares some valuable insights on measuring customer service quality and its impact. The quality of customer service is better defined as a spectrum than a scale and it can be difficult to measure. In which case, you need to get out of your head the idea that good and bad customer service is black and white. There is always room for improvement and measuring customer service quality is more complex than simply mapping it on a chart.

Efficient and Attentive Management

Management is the key to progress, but being better doesn’t necessarily being more hands on. The key to successful management is using appropriate strategies and methodologies to track progress and performance while being equipped and equipping your team to be able to address issues quickly and efficiently. This is especially necessary for a project manager within the customer service department.

Many project managers recommend PRINCE2 training when there is a job that needs to be done right. It is a qualification that teaches you how to plan in stages and prepare for complications. However, while it is a great methodology for mapping progress succinctly, it might be an agile qualification that better suits the dynamics if customer service. Customer service is one of the most volatile and challenging departments that require flexibility and effective planning because things can go wrong surprisingly quickly, people are unpredictable and the tactics that you use to deal with one type of customer or client might not work with the next. With the right type of management, you can implement the best strategies to record successes and failures as well as guide your team towards making improvements.

While the qualification you decide to undergo is up to you, there are strategies within both PRINCE2 and Agile that can help you and your team to clearly see where you are improving and where improvement needs to be made, allowing you to make a more efficient decision and find action-oriented solutions.

The Right Tools

The right tools have the potential to completely transform the way you work and when used to the best of their abilities they can make work easier for everyone. There are many different kinds of software that can help you in improving and measuring customer service quality, such as iTouchVision’s mobile app, which allows you to track the performance of your teams and the daily machinations of your workforce. With this app, you can see how things in your workplace can change on a daily basis and even more effectively manage the people in your customer service department.

Feedback

What’s the easiest way to find out if you’re doing a good job? – Ask. Rather than tracking statistics, crunching numbers and reading strategy guidebooks, one of the easiest and most effective ways to get feedback on your customer service is to simply ask the customers. There are many different ways that this can be done without being invasive or wasting everyone’s time with surveys and questionnaires. After interacting with a customer or closing a deal, simply ask them a question along the lines of ‘Is there anything aspect of our service that you’re unsatisfied with?’, or maybe ‘Did I manage to resolve all of your issues?’, or even asking them if there is anything you can do to improve the quality of your service.

Alternatively, you can use online platforms such as social media, online chat or email to open a dialogue with your customers and get their feedback. Sometimes you don’t even need to approach the customers to get their feedback. All you need to do is to direct them to a place where they can make any complaints or requests. This way you will know what you can do to continue to improve your customer service and you will find out the most positive qualities of your customer service that you can continue to focus on.