How to build the best customer service organization? - The Bharat Connect Community

Customer service representatives are the face of your industry, and they are your brand ambassadors. Each interaction a customer has is an opportunity to enhance the loyalty of your customers towards your brand.

That said, excellent customer service isn't just down to your frontline staff, but a customer might be won or lost there. That's why it is so essential for everyone in the organization to work together to create memorable moments.

We all have heard of legendary examples of customer service by organizations like Zappos and CDBaby.

How do we provide such exemplary customer service?

The panel discusses this in detail through this webinar.

Panelists:

Mr. AV Devidas - Chief Executive Officer & Director at Depoc Solutions Pvt Ltd
Mr. Dharmender Narang - Sr. Vice President & Chief Customer Experience Officer at IIFL Securities Ltd
Ms. Shefali Sonpar - Digital Transformation Futurist

Moderator:

Mr. Uthaman Bakthikrishnan, Executive Vice President at ClearTouch


Discussion Points:

1. Can you help define a customer service organization and what it means to be the best customer service organization? This would allow us to set the context for this discussion.

2. In most customer service organizations, the frontline agents are at the bottom of the pyramid. They get paid the lowest while having the highest responsibility of being your brand ambassador. They are the face of your industry, and they need to be able to think on their feet and do their best for your customers. How do you go about empowering them? How do you make problem-solving a part of your culture? Can you give some examples that our audience would find helpful?

3. Your customer service representatives are going to be addressing your customer queries day in and day out. Naturally, they have to be experts at what you offer. For this, you need to be training them. How do you go about doing this? How do you identify if there are gaps between what you expect to provide and what your customers receive? Do you have any continuous training process that uses the feedback you receive?

4. Every customer wants to feel special. What better way to make them feel special than offering personalized services? How do you go about providing them? Are there any technology tools that you use to offer personalized services?

5. Often, customers don’t want to be calling you or reaching out to one of the representatives for their queries. They would like to have ways by which they can figure out the solution to their problems by themselves. What self-service capabilities do you have? Did you build them organically based on your customer needs? Can you take us through this process?

6. What are the three things that you would say are essentials when it comes to building the best customer service organization? Any live examples that you can provide where you have used these essentials?


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