Developing Your Customer Service Plan
Customer service is the heart of any business and it can determine whether a company lives or dies. If you have staff that work specifically in customer service and no other part, make sure that you have a solid customer service training plan set up, or hire someone else to train them for you. There are a few things you will want to think about as part of your customer service training .
How are phones answered? Will you need there to always be someone to answer the phone, if so are you going to handle it by having the calls forwarded to your cell phone, or are you going to hire someone to take care of that all the time. What about just having phones answered when you personally are not in the office, or when you are busy. For a smaller business owner, this is an important decision that you need to make.
What is the organizational development of what happens from the time when someone calls in with a complain to the time when it is fixed. Who is responsible for what aspects, and how can their problem be most easily solved. Making sure that you know where a phone call will be going, as do all of your staff is very important.
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