Customer Service

Customer Service Procedures

Customer Service Procedures

Customer service centers strive to resolve customer questions and problems quickly.  They therefore need clear and concise customer service procedures for common issues.

 

Often the company’s service agents become the visible face of the organization and a customer’s loyalty relies on professional and prompt support. But high staff turnover and extreme cost containment pressures challenge the service organization.

 

Flowtocol can serve as a valuable aid to resolve issues quickly with lesser experienced, front line personnel. Flowtocols can also serve as training tools for new hires. As new product models are added and existing models enhanced, the Flowtocol procedures can be immediately updated to reflect the latest information.  Finally, service personnel can send Flowtocol records to the customer as a documentation record if required.

 

Integrating Flowtocol procedures into Google G Suite can also provide a strong payback to the organization.  Domain Experts can study the flow of their procedures and improve their efficiency and efficacy. Managers can also assess individual employee performance to spot and reward their best performers.

Examples

Problem Identification & Resolution

Flowtocol procedures can systematically troubleshoot common problems.  Product design engineers can draft these procedures for the service staff to insure that the failed component is identified as efficiently as possible.  Service personnel will stop wasting time and money blindly swapping out parts.  In addition, your customers will appreciate less product downtime.

Call Center Scripts

Telemarketing organizations require detailed scripts that respond effectively to a variety of customer responses.  Flowtocols provide an easy way for company experts to develop scripts.  Managers can also analyzing the records to assess how effective they are.

Complaint Handling Procedure

Agency Selection

Large companies and government agencies need a way for phone support personnel to direct customer requests to the correct agency within the organization. A few key questions from the receptionist can quickly determine the proper call routing.