HOW TO WRITE THE BEST CUSTOMER SERVICE PLAN IN 2021
Learn how to write a professional customer service plan that boosts your positive customer service reviews with this premium template.
Writing the best professional customer service plan is no easy feat. With an unending list of possible customers’ disruptions and stressed consumers and staff, it’s no surprise customer service plans live in constant change.
We have invested hundreds of hours reviewing Best Customer Service practices and plans to bring you this exclusive, premium and professional Customer Service Plan Template so you can get it right.
In this article, I am also going to take you to some of the best practices, tips and advice when writing a professional Customer Service Plan.
|Note: this is a work in progress article – It has not been finished.|
BEFORE YOU WRITE YOUR CUSTOMER SERVICE PLAN
UNDERSTAND CUSTOMERS’ EXPECTATIONS UP-FRONT
Top reasons to understand customer’s expectations upfront:
- Fulfil and/or exceed those expectations.
- Help customers align false expectations before they get off the track down the road.
- Give some insights into particular needs that were not addressed in the sales process.
- Opportunity to increase upsell ability and combat potential complaints down the road before they fire.
- Offer insights into additional products and services you could provide.
- Give you insights on how to wow customers. Listen between the lines and not only deliver to them exactly what they want but maybe one layer more so they are truly “wow” about the experience they stay with you longer, they spend more and they refer you to their friends.
CHECK OUT LATEST CUSTOMER SERVICE TRENDS
As you or I do not have internal access to customer service data for specific companies, the best indicator is to have a look at social media conversations related to customer experiences and the latest trends in key industries.
TREND 1: COVID AND CUSTOMER SERVICE ON KEY INDUSTRIES
Some of the latest customer service reports, analysis and studies are offering current insights into how customer service experiences differ between sectors during this pandemic.
- Entertainment. Covid-19 turn people to any entertainment brands they could get their hands on during lockdowns. They have generally received great feedback about their customer service.
- Hotels. While there may have been fewer people going on holidays since the pandemic hit, people who did were very positive about the experience. Within these conversations, consumers write about customer service during check-in and breakfast encounters.
- Airlines. The airline’s industry has been experiencing a lot of negative posts about refunds, which helped cause this industry to tumble to the bottom customer service surveys.
- The consumer packaged goods (CPG), food services, and alcohol industries are experiencing high levels of disgust related to the taste and/or smell of products. Food delivery companies are getting some complaints about the food even when it is not their fault.
- The pharma industry receives a lot of fearful mentions that are relatively high for pharma, with concerns around Covid-19 vaccines and their side effects being big drivers. This is massively important to keep an eye on, as a lack of vaccine uptake can become a problem for society, not just for pharma companies.
When you get your exclusive and premium Customer Service Plan template, you will also receive access to the latest research on the top industries and brands offering the best customer experiences. Thi report offers valuable lessons to be used by Customer Service Managers.
CUSTOMER CARE PRINCIPLES
Your customer care principles should be a combination of your company’s values and customer care guidelines. They should be easy to follow and implement; should contain actionable steps and tangible goals. Examples of customer care principles have been added to this exclusive Customer Service Plan template.
THE SECTIONS – CUSTOMER SERVICE PLAN
1. PURPOSE OF THE PLAN
This is a description of the reason for your Customer Service Plan.
Who and what the plan applies to within your company. Example: This procedure applies to all personnel who receive customer calls, contacts or complaints whether written or oral regarding the use of any products/services offered by ABC Company, LLC.
- Customer purchase
- Post-Sale Follow Up
- Support and Service Policy
- Customer Complaint Policy
- Customer Refund Request Procedure
4. CUSTOMER FEEDBACK
How regularly are you checking in with your clients, and what are you doing to look after them? It’s far easier to retain a client than get a new one, so it’s important to continually place deposits into their emotional bank account so they know you care. In fact, the top reason customers leave is because of perceived indifference (they don’t think you care!). Whatever product or service it is that you deliver, make sure it’s delivered seamlessly with the best service possible.
Customers’ feedback such as customer satisfaction surveys and/or suggestions are very valuable in assisting your efforts to continually provide the best quality products and service possible. A customer feedback survey shows that you care about your customers’ satisfaction as your primary goal.
TOP TIPS TO EXCEED CUSTOMERS EXPECTATIONS AND “WOW” THEM
TIP ONE: BE SUPER PROACTIVE
Anything that is looking like it is not going to meet your customers’ expectation, you need to instantly communicate that to the customer. For example, a deadline is going to get pushed back, then you call them right away, Be upfront with it, talk about it before takes a minute longer in your schedule, make it a top priority. If the product was not delivered in the correct way, if there was some kind of an issue, if there was something missing, if there was a quality issue, you want to be ahead of it, ideally, you want to find this information out before the customer and communicate that to them.
What we found is that if you are proactive and honest and you contact the customer in advance and say hey this is what happened and I am on it typically what they want is just to know that you know about it, you are working on it, you have a strategy to improve upon it, if you communicate those things, it actually be an opportunity to earn additional trust and even if you did not meet the expectation for that one particular piece of the service, the fact that you proactively communicate it sort of exceeds expectations to what they normally receive in the general world and win their trust.
TIP TWO: LISTEN AND LET THEM BENT
If the customer has an issue and actually does end up contacting you first with some kind of a complaint, the key here is to listen and let them bent. Do not cut them off, let them talk. Let them run through it, sometimes they talk for 20 or 40 minutes straight, before you even say a word and it is totally fine.
Let them finish complaining, then cushion, respond with some empathy towards their situation and their complaint, then what you really want is to reiterate and clarify what they have said, make sure you have heard it and understood it, and they feel good about that you have listened and heard that and then present a solution to them and a strategy at that point, and now you have taken them from a critical moment to a more compelling and compassionate where they feel more comfortable about you and your brand. Now you have a real solution in place. The key here is when you come back with the solution, you actually execute it and ensure it solved the issue for the customer.
TIP THREE: FOLLOW UP
You can follow up after you come up with the action plan with a gift card or a hand-written note or a quick gift to say: “We are sorry that happened to you, this is a gift card to compensate for the hassle” This type of great customer service follow up will bring them back to a place of confidence about you and your brand and may bring a couple of referrals. Your affected customer may say to others: “This company even when they have a few things miss or make a mistake, they will make it right“
TIP FOUR: ASK FOR HELP
Never say: you cannot or you do not know. Ask a teammate or check-in google or a partner who can provide that service or fix the issue. Anything that you can do to exceed their expectations will be highly appreciated by your customers.
MAP OUT YOUR PIVOT POINTS AND “WOW” MOMENTS
Map out your customer journey with your product including anything that may go wrong with it and how you are goingto “wow” them. These actions will:
- Build a lot of rapport with your existing customers.
- Increase up-sellability
- Increase your referral business
Bonus tip: have a good CRM with custom fields for answering key questions such as: “What’s their expectation” and “How do we exceed this expectation”. If you do that for every customer, you will be more likely to get your sales team and customer support teams the best insights for that customer.
CHOOSING THE RIGHT TEMPLATE
Minimise cognitive load on your plan
People’s time to read your customer service plan is a precious resource and should be treated accordingly. You can minimise the cognitive load by:
- Avoid visual clutter: redundant links, irrelevant images, and meaningless typography slow readers down. Note that meaningful links, images, and typography are valuable design elements; it is only when overused that these backfire and actually impair the understanding of your plan.
- Build on existing mental models: People already have mental models about customer service programs, based on their past experiences working in customer service teams. When you use labels and layouts that they’ve encountered on other popular customer service plans, you reduce the amount of learning they need to do on your new customer service plan.
- Offload tasks: Look for anything in your customer service plan that requires readers to remember information or make a decision. Then look for alternatives: can you show a picture, re-display previously entered information, or set a smart default? You won’t be able to shift all tasks away from users, but every task you eliminate leaves more mental resources for the decisions that truly are essential.
We knew what we wanted for our customer service plan. However, we were not sure how to arrange and present the plan. This template solved it!
Emma T. Verified purchaser
THE BEST CUSTOMER SERVICE PLAN TEMPLATE IN 2021
This exclusive and premium Customer Service Plan Template will effectively help you map out your customer service plan objectives/requirements and ensure your customer service team understands your department objectives, procedures and goals. The information on your Customer Service Plan will be critical to ensure your customer service program is successful!
CUSTOMER SERVICE TEMPLATE TEMPLATE SECTIONS
- CLIENT INFORMATION
Note: The specific instructions on how to use each section is described within the template.
FINAL TIPS – WRITING YOUR CUSTOMER SERVICE PLAN
This template found us a solution for all necessary specifications we wanted to communicate on our Customer Service Plan. Thank you.
Andrew D. Verified purchaser
GETTING THIS TEMPLATE IS FAST, SECURE AND EASY!
- Go to the Paypal checkout and pay. It’s fast, secure and easy!
- Once payment is completed, Paypal will automatically redirect you to our confirmation page where you can download your mobile app development template.
- You can always contact us if you have any questions or issues.
When purchasing your Customer Service Plan Template, you will also have access to:
+ ✅ FREE The best Brands and Industries delivering exceptional Customer Service in 2021 – Report. With so much public social media posts relating to customer service experiences, you will uncover exclusive consumer research to see how different industries fared on customer experience.
After a tough year, brands are finding their feet and learning about how to create new and improved Customer Service Plans in a changing world. Some brands were lucky – they had both the technological set up to support demand, and the demand itself was there. For others, demand for their products and services waned in 2020 and they continue to struggle to grapple with new technologies that could help them re-establish a connection with their customers.
Some of your consumers, customers and clients will praise or punish your organisation and brands. And that’s ok as long as you take the learnings, pivot and offer the best customer service experience possible.
To do that, you will need the best Customer Service Plan.
HOW TO WRITE A CUSTOMER SERVICE PLAN
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Mau is a Senior Digital Marketing Specialist with 15+ years helping clients solve their digital marketing challenges. Mau is a certified Facebook & Adwords Professional, Certified SEO Consultant and industry speaker. Mau trains marketers via Strategy Workshops & Training Sessions inc his popular Digital Marketing Plan & Social Media Plan templates. Subscribe to Mau’s e-newsletter connect on LinkedIn Instagram Facebook
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