Delegate, Focus, and GROW Your Business

How to Be Productive in Your Customer Service Business in One Easy Step

Holiday Extras Customer's Awards pictures
As with most small business owners in a customer service oriented business taking care of customer’s calls and emails is one of the biggest and most time consuming tasks. There are days the phone never stops ringing and this makes it difficult to get any else done.

Before I started taking care of the customer service, my client would return phone calls from her truck in between service calls and onsite estimates. Customers often had to wait several hours to get return calls or make appointments. On in office days, my client spent a majority of her time catching up on phone calls and emails instead of sending invoices, training crew members, or marketing her services.

Since customer calls need to be answered in a timely manner one of my biggest daily tasks was to take care of the customers; mainly answering all incoming phone calls and emails. These included scheduling appointments for service and onsite estimates, answering questions about offered services and giving phone estimates. I also made reminder calls before each appointment and a follow up call after each appointment ensure customers had the best experience possible.

Also included in customer service was taking complaint calls. When making follow up calls if customers had a complaint about the work or the crew, I scheduled follow up as needed. This could be a simple email to my client so she could address the crew or rescheduling the crew to return and complete the work to the customer’s satisfaction. I maintained a spreadsheet on customer satisfaction and customer complaints so my clients could track this information.

Some of my other tasks included creating the marketing and social media campaigns which involved creating postcards for quarterly mailings, monthly newsletters, weekly blogs and updating the website as needed.  I also created schedules for all her service crews, ordered product and prescreened applicants when she was hiring.

With all her extra time my client created new services for her customers and peruse personal hobbies.

photo credit: Holidayextras

Posted on November 15th, 2010 by Rachel Braam, Office Manager

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