What Is a Customer Service Plan?
A customer service plan is a detailed proposal that examines deeply the different perceptions and expectations of a customer to a company, and thus guides the company with a process of bringing its customer service activities in line with the wants and needs of a customer or client.
How to Create a Customer Service Plan
The key to any business success is a good business plan. On the other hand, if you want your customer service team to be successful as well, you need an effective customer service plan. In today's competitive marketplace, many small to large scale businesses claim that they have better customer service than the others. This is the defining characteristic of what sets them aside from their other competitors. A rigorous customer service plan plays an important factor in developing a wide and loyal customer base because this will serve as your anchor as you improve and develop your customer service team. To help you get started, we have collected some useful guide steps below.
1. Interview Your Customers
The first step in creating a strategic plan is to interview or survey your clients about their experience with your company. Ask them what are their expectations about your company business, and if all these expectations are met properly. You may use different sample methods on how you will be able to gather these data like face to face interviews, online surveys, and focus groups.
2. Create A Thorough Analysis
The next step is to create a thorough market analysis of your business operations by focusing more on the customer service elements. You may draw process flow charts and outline diagrams to better understand and visualize your employee's treatment to your customers. To be fair in gathering data, try to make a narrative plan outline describing an average customer experience from the different points of view of your customers and employees.
3. List Down Important Factors
Next is to take down notes of all the important customer service factors that you have gathered during the interview. List them down on a table and try to evaluate whether your company is performing poorly or excellently in those areas. Use the results gathered to help improve and develop your customer service program even better.
4. Develop Strategies
After determining what areas of your business did you excel, and which areas need improvement. You now have to come up with a different list of strategies on how to bring your job operations in line with your customer's needs and wants. Start by tackling your weaknesses first. Possible strategies for customer service improvement would be redesigning customer processes, physical spaces, and constructing an action plan for employee training programs.
5. Implement And Measure The Outcome
After accomplishing everything, you are now ready to implement your evaluated strategies. But the job is not yet over, if possible, conduct more interviews from different customers so that you can continuously improve your customer service plan.