This template is a great framework for your Brand's customer service team. Simply choose which of the customer service best practices apply to your business.
Respond in a Timely Manner
Respond to all tickets/emails/phone calls within TIME-FRAME, (for example, 24-hours), this is the first rule of customer service best practices . Be clear when communicating with customers that this is the time-frame and expectation. If, for some reason, it is going to take longer, explain why and tell them when they can expect a response.
Ensure that all tickets/issues are resolved within TIMEFRAME, (for example 48 hours or two business days). Tickets and issues should not drag on and should be resolved promptly. If the issue cannot be resolved within this timeframe, explain why and give them a time when they can expect a response. (For example, if a product is currently out of stock but you expect to have it in stock next week.)
Update the Progress
If the customer issue requires more than one ticket or email to resolve, update the customer of the progress within TIMEFRAME, (For example, 24 hours). Let the customer know that we’re working on resolving their issue.
Use Their Name
Always address customers by their name. Whether responding to a ticket, via email or on the phone, address them by their name. It personalizes the communication. If you’re speaking on the telephone, ask for the correct pronunciation of their name and the spelling.
Suggest an Alternative
If the customer is looking for a product or promotion that is no longer available, always suggest an alternative. Look in the product catalog and find a product/promotion that is close to what they need. If there are no comparable products, offer one from another company. The goal is to be helpful and to provide value.
Use language similar to, “I’m sorry, we don’t carry that product, but we do have this one which may suit your needs,” or “we don’t carry that product, you might try PRODUCT-X from NAME OF OTHER COMPANY.
customer service best practices can help
to minimize refunds, offer store credit instead of a refund. If the customer is generally happy but the product isn’t what they needed, ordered mistakenly, or some other reason, try to offer credit rather than a refund.
Always provide customer with a resource to provide feedback. If communicating via email or ticket system send them a link to a feedback survey to assess their satisfaction.
If communicating on the telephone, ask (are you satisfied with
RESOLUTION/OUTCOME, or as “on a scale of 1-10 with 10 being the highest, how satisfied are you with this outcome? If the number is below 8, ask what you can do better next time or why they gave that number.) Collect feedback data and responses.
Recognize, Empathize, and Apologize
Always recognize the problem the person is dealing with, empathize with them, and apologize for their situation. For example, “I understand that you’re having trouble accessing your download. This must be frustrating for you. I’m sorry for this frustration.”
Always Thank Them
Almost as important as quick responses are to customer service best practices, thank yous are a close second Thank the customer for their time/feedback/input. Close each communication with a thank you.
Customer service is always a top topic and we get many questions that start with “How do you handle”.
We have put together guidelines for our customers and want to share an overview with all of our readers. This is the first in a series, that will include frameworks as well as templates for you to review. Enter your email below to get updates, sent to you, as they are posted.