Experience the siop process for customer service with airSlate SignNow

How to create outlook signature

in this video I'm going to be walking you through a couple of the whys and hows of customer service Sops standard operating procedures and I'm also going to give you four Uh custom Sops for customer service specifically that are going to help you run your business in today's hyper customer focused business environment one thing is going to set your business apart from the pack and ensure that you have a consistent reliable flow of customers coming through your doors year after year after year and that's the ability for your business to provide consistent reliable and excellent customer service and support customer service is one of those things as Jeff Bezos puts it that if you do wrong a customer is going to tell 5 000 friends about it but on the other hand if you can Master it it's something that is going to pay dividends to your business both metaphorically and literally for years to come so let's get into customer service so PS and standard operating procedures the wisenhaus and I'm also going to end up giving you four must-have customer service Sops including one that's really easy to put together but it is a must-have even for the most basic of customer service teams let's get into it so the first thing that customer service Sops do for you and I'm actually going to give you four reasons why having Sops is a must the first thing is situational guidance a lot of employees and customer service reps need to be trained on what to do in given situations I would say that even if you're running a business it's good for you as the business owner to have your own sop for what to do in certain situations it makes your life easier it will make your employees life easier and it will give customers a sense that your business is actually a reputable shop when you call a major Fortune 500 company the one thing you can be sure of is that they have procedures for absolutely any case anything that comes up any customer concern that comes up any query that comes up any you know need for information they can either get you to the right person or they can give you the right information um or you know help the customer out on the phone that's the standard that you want to be held to as a small business whereas a medium-sized business you want that standard to be there so that your customers know and feel that you're actually bigger than you might actually be having situational guidance for your employees is critical knowing what to do having them have the ability to know what to do in any given situation is absolutely critical it's one of the main reasons you're gonna need an sop so just a quick introduction who am I my name is Fahad I'm the managing partner of Meridian BPO we're a full service Outsourcing firm we help companies Outsource key roles in areas like customer service technical support software development medical billing accounting and a handful of other verticals we end up saving customers close to 50 to 70 percent oftentimes on their Staffing costs so if that sounds interesting to you do click the link below and we can definitely get on a quick call to go over your needs but anyway let's get into what makes customer service Sops so important now with customer service there's also a couple things called kpis key performance indicators and these are obviously used in a lot of different parts of business but in customer service they're very important two of the the main kpis that are impacted the most by Sops are going to be csat which is customer satisfaction and fcr fcr means first call resolution and I'll give you an example of what that means first call resolution is simply this when you call a customer service department you know I'm sure we've all gotten on that call with the with the service department where you get to the Department you know you tell them about your concern 30 minutes go by you're on hold and they're trying to figure it out then 45 minutes go by still nothing an hour goes by then they get back on the phone with you and they say Hey you know actually we can't actually handle this uh query the other department will have to handle it so then you get routed to the other department you get put on hold for God knows how long and then um you better hope that you know you that department knows what they're doing sometimes that department doesn't know what they're doing and then you might just end up getting routed back to the same Department who you called originally that is not optimal for customers that's not optimal as customers you know when we buy something when we call into a service department we do not want to be treated like that having good first call resolution means that your query will get answered on the first call having good uh you know fcr is going to ensure that your customers are being taken care of and there's not an issue that always there is a flow there um so that whatever the situation might end up going because customer queries can be different right they're usually different um the same thing might happen a couple times sometimes it might you know a customer might have a query that throws a representative off so it's very important that you have those flows available so that for every situation that's possible it has some kind of a resolution it just again makes your business seem bigger than it is and it's just good customer service now piggybacking off of that it's very important that you have the ability that your reps have the ability to deal with unexpected situations again if something comes up you want to make sure that you are there that you know there's a flow there's a solution to every problem even if the solution is you know what we actually don't have uh you know we we can actually give you an answer right now but let me put a ticket in let me you know escalate this to the relevant department and then we can kind of go from there so it's very very important that your agents and you have the ability to deal with unexpected situations with customers when they come up one more reason is reducing the margin of error look errors happen things happen um what you don't want to happen is during a call you don't want an agent to go in and have to update a record or you know make a change uh on on someone's profile and have them mess up and then that customer calls back some other time for another query you can't even pull up their account right because there was not a a flow for how that information was supposed to go in their procedural you know checklist which we'll get into later but a procedural way for customer service reps to actually input or edit or update information very important to reduce margin of error that you have the ability uh that you have an sop in place excuse me that walks people through walks reps through exactly what needs to be done in given situations once you have that your margin of error is going to go way way way down canned responses can responses themselves are a form of sop can responses are basically a list of frequently asked questions now if you've ever been in a sales situation you probably know that you know there's there's a list of questions and queries and objections maybe that come up a lot and so any good sales organization will take those queries and kind of systemize them right if a customer asks this this is our responsive customer asks this this is our response customer asked this has this concern this is our response this is the person or if you don't know this is the person who you should you should ask that kind of question from then you can get back to the customer with that information so it's very important that you have a list of canned responses and FAQs that you know the service rep can come back to again and again and again now can response has also improved your kpis uh a lot and you know they they are very essential for kind of opening and initiating conversations as well so it's very important it's really kind of a must-have for customer service and sales also that you have a list of can responses that your agents can use now just to give you an idea you can have canned responses for things like product related questions payment related questions delivery or refund related concerns concerns to you know escalations different departments that need to be actually you know brought in to resolve a query so there's a lot of things you can do a lot of ways you can kind of use can responses in a lot of parts of kind of the customer service process so you know it's it's good to have can responses for all these different kinds of flows the last thing I'd like to add here can responses they're not just going to be tailored sorry non-tailored you know kind of generic responses you want tailored kind of customized um responses that are customized to your customer profile uh to your business and then you want to add a little bit in my opinion um of leeway for the rep to kind of add in their personality as well you don't want it to sound too robotic right because when a customer's you know when a customer sorry is calling into a service department they don't want to talk to the ivr system right they don't want to talk to oh you know press one to do this press two to do this they want to talk to a human being and have a human being help them resolve their concern so it's very important that you make sure your reps don't sound like you you know robots on the phone that they sound like human beings who are ready and willing to help your customers out now another form of sop and this is something that's not actually you know you can have a document for this but it's usually better to actually go into your CRM system whether that's Dynamics 365 or HubSpot or um you know Salesforce um you want to make sure that you have these kind of in the system as opposed to in a procedural form but these are going to be macros macros are basically ways to speed up repetitive tasks so anything that a rep has to do repeatedly update a customer record input a new record um maybe you're working with an EHR system you need to kind of uh you know upload the the patient's kind of medical history or something like that macros are ways to speed that up and you can actually go in and systemize those as well you know what I would actually have a a document for that as well I would keep a document separately but I would also make sure and the document will be just in case you have to actually go in and and change your CRM system uh in the future but it should be within the CRM that you have all of these kind of macros built in and in the PDF I'm going to include down below there will be a section on how to actually put macros in um within Dynamics 365. if you're using um that CRM system so definitely make sure to hit the link down below and download that the other beauty of macros is that they are just within the software you don't really have to update them unless you want to and they are pretty much set once used forever now I did mention earlier on in the introduction that there would be an sop that I think is absolutely essential for any business and and for any customer service department and that's going to be checklists so I'm not sure if you guys know this but let's say 100 150 years ago when you used to go to get a surgery it actually used to really have a high chance of of death um because things were kind of all over the place there were not procedural kind of things in place to make sure that you know doctors or and surgeons or you know everybody's there they have all the tools these basic things and the one thing that cut out 40 of debts I mean till now you know when you go to um you know to get a surgery there's a pretty low chance that you're gonna actually have a fatality depending on the complexity but one thing that cut out all of those kind of that that risk of fatality was checklists having checklists having just a systemized hey we need to make sure we're doing this we may need to make sure we we have this we need to make sure all of these things are in place all of these systems are on everything is okay I have all the tools I need having checklists is a very simple and easy one sop to put together and two it's just a simple uh way for you to make sure that you have everything Pilots use this all the time hey when I'm making videos I also have a checklist that I use to make sure you know my camera's working my microphone's on so having checklists is essential if you're not going to have anything else what I would recommend is you have a simple checklist make sure everything's there make sure that if a you know a customer comes in hey this is just one two three make sure you check these couple things with them checklist again just essential essential they are really really really a must-have now I also mentioned before a escalation Matrix in the escalations kind of uh the responsibility section excuse me of the of of a part of the parts of an sop an escalation Matrix is essentially another form of sop in which you lay out who the responsible parties are in any given kind of customer query right so let's say a customer comes in with a concern and it's just way over the head of the customer service rep right maybe you run a technology platform or a SAS Company software as a service company and you know there's some part of it that's glitching maybe you're not you know the customer service rep the only thing they could really do in that situation is apologize to the customer and say Hey you know we didn't know that that happened you know we didn't know this this was a problem what I'm going to do is I'm actually going to put a ticket in to the relevant department so that they can actually get back to via email to help out and so what will happen in that situation is the customer will come in they will have okay you know a kind of a competence uh uh kind of checklist in a sense um and if it's above their competence level it's if it's above their kind of uh pay grade in a sense then you want to make sure that whoever is the relevant Department that that ticket is actually getting one booked into the system and two that the rep is actually going to be able to um you know that the actual person who's going to be responsible and that the queries is going to be escalated to them so having an escalation Matrix will just kind of ensure that whether it's a level one two or three service rep or whether it's someone in a completely different department that the given concern is actually going to be escalated properly so we've gone over kind of the whys of Sops why you should use them um the what's the house and actually I've even given you four uh Sops for you to use within your business within your customer service uh kind of teams to ensure that everything goes well so what I'm going to recommend you do is go hit the link below there are four Sops there the ones we talked about Canon responses escalation Matrix all of those um in an easy to kind of read and actually easy to edit format so that you can go in make changes for yourself there's also macros in there um for Dynamics 365. so if you are using Dynamics 365 as your CRM well actually you know you you will have the ability to kind of see how you actually go in and add macros for those tasks that customer service reps are doing again and again and again and they really shouldn't be so you know you can automate those with macros make sure you're also giving your reps training I think that's also important you know creating the SOP is one thing but you also want to make sure that that agents are well trained on what to do in situations and well trained on how to access Sops and what Sops they should be using in any given situation which is again why we put the purpose of the SOP as number one kind of the main priority so they can find it so they can use it in the correct scenarios thank you guys so much for uh you know watching this video if you want somebody to come in and kind of make Sops for you again we we're in the Outsourcing business so we make Sops all the time for our clients so that they can interact with with kind of our employees better um and so if you need somebody to kind of create Sops for you get in touch with me there's a calendly link down below be happy to get on a phone call with you but otherwise guys please do like and subscribe if you found this content useful there'll be more tips tricks all that kind of stuff coming out soon thank you so much for watching this video take care bye-bye