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Almost every single company claim to provide great customer service, however, we still hear complaints from customers so we will presume that there is an opportunity for improvement.
In order to have a thriving customer support team you must define what "great service" is for your company.
Afterwards, once you've set a standard you then only need to deliver on your company values, consistently exceed customer expectations, and examine any legal requirements.
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Customer service softwares produce detailed results for us, but it doesn't tell you which metrics matter to your team and what you need to do about them. In order to choose which metrics matter here are three big questions that will help you decide:
It's tempting to say that your company will be available on every channel for your customers however, this isn't applicable for small teams without having to spread your team too thin and deliver inconsistent customer support quality.
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So that you may be able to provide high quality, reliable customer support, you must have a great customer support team, but how do you filter out the ones that you need? Here are some questions that can help you better choose candidates:
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