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Managing a customer’s experience with your service or product is a full-time job. With the many demands of the modern workplace, however, customer service can easily fall by the wayside. For some businesses, the solution is to outsource. Outsourcing customer service can be a double-edged sword - done right, and you’re every customer’s knight in shining armor; done wrong, and you’re the ugly troll under the bridge. The following are some tips and best practices on outsourcing customer service operations.
Know What You’re Looking For
Before beginning your search for the right third-party customer service vendor, revisit the brand promise to your customer; then, make a list of your customers’ unique communication and service-related needs. Ask these questions:
Answering these questions will help you decide what kind and level of outside customer service help you will need to meet your customers’ needs and expectations.
Outside help to manage customer service operations comes in many forms.
Add It Up
While the idea of outsourcing customer service may have you over the moon, your final decision likely will come down to the bottom line.
Lights, Camera, Action
If you outsource customer service, remember that whoever engages your customers - in person, over the phone or on the web - is the face of your brand and product or service. Bad customer service negatively impacts business and can lead to revenue loss. Work diligently with your third-party customer service firm, contractor or freelancer to convey clearly your objectives, company values, and service philosophy. Set benchmarks to measure progress, communicate regularly and, like your own customers, don’t take no for an answer!