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Assistant Vice President
Customer Service Social Media
Head of contact-center
Review Minimum Standards!
Ensure that your team understand the importance of logging details of every customer contact. The various channels of communication – telephone, fax, email, letters etc. – also need to be tracked to equal standards. This will prevent vague responses on repeat queries from the same enquirer. Recently, I sent an email to a sales person enquiring as to the whereabouts of a magazine I subscribe to - 2 weeks passed and no response. I telephoned the sales department - the person had left; no record of my request so I had to re-register with customer services…frustrating! By fax I re-registered and was told I would get a backdated copy. 2 days later I was chasing my backdated copy – no previous history; their response was vague. A lot of organisations have set standards for capturing information from enquirers, but still they are inconsistently captured from medium to medium. The combined use of telephone, email and fax channels is here to stay. Make sure every contact is managed and tracked consistently so that your contact center responds consistently every time.