Customer service is the simplest form of risk management. However, running an efficient customer service department becomes difficult without the right tools and vision. Done right, a customer service department benefits the company by keeping customers satisfied, collecting valuable data and encouraging repeat business.
Why an Efficient Customer Service Department Matters
According to data collected by BusinessWire, 54% of U.S. adults said quality customer service would encourage customers to spend more. In saturated markets, customers are looking for more than a quality product or service. Providing a memorable and positive experience helps exceed expectations and win over competition.
Determine the Purpose
First, a company should create structure by determining the role of the the department. Once the role is identified, management can implement structure. By knowing the purpose of a company’s service department, management can implement strategies that set the company up for success.
Get the Right Tools
Access to technology makes it easier for departments to respond to customers. There are a variety of ways for customers to seek help. Impac customers can reach support by filling out the contact form on the website or calling the support line. Other methods of communication for assistance include email, online chat systems and social media. Management should choose methods to best fit the structure of the company’s service department. Once the tools are implemented, management should designate employees to monitor those systems for increased efficiency and shorter response times.
Analyze and Adapt
Another way to increase efficiency is to analyze feedback. Impac helps its customers by offering account and risk management. Representatives monitor transactions on a company’s fuel cards and notifies management about unauthorized purchases. Impac’s customer service representatives are equipped to train and inform automotive fleet companies about fuel card implementation. As Impac representatives update fleets in real-time, companies can handle issues in a timely manner.
In the next article of our series, “Impac’s Customer Service: Tracking Relationships”, you can discover how Impac tracks and maintains relationships with customer service.