Should a Company Hire a Customer Service Consultant?

by | Oct 22, 2017 | Customer Service | 0 comments

“A customer service consultant can help a company do a better job of retaining its customers by improving its service policies and actions,” – Patrick Gleeson

Exceptional customer service can enhance profitability for business enterprises. This is important from a commercial point of view because it enables brands and businesses to stand apart from the competition, earn higher quantum of profits, and achieve exacting business mandates in modern competitive markets. Therefore, modern commercial organizations should consider hiring a customer service consultant in the interests of boosting business practices and refining customer service standards. In the following paragraphs, we intend to examine some of the techniques through which a consultant can enable businesses to expand their offerings and raise the customer service quotient.

Many businesses offer telephone-based customer services in a bid to ease business to customer interactions. A customer service consultant can help such businesses to revise and refine phone-based customer service paradigms. For instance, said consultant can implement a training schedule designed to elevate the skills of customer service representatives. This approach can help the representatives to refurbish their skills with the latest developments in customer service knowledge. Consequently, the freshly re-trained and re-skilled representatives can offer enhanced levels of customer service in terms of soft skills, domain knowledge, and problem-solving skills. We note that these developments will likely cast a positive impression on customers and justify the investment in hiring a customer service consultant.

Customer facing business representatives may operate via online chat sessions. Modern enterprises are increasingly deploying such customer service methods in a bid to interface with the maximum number of customers. This approach enables businesses to decipher the customer’s problems and offer a detailed mechanism to troubleshoot said problems. A customer service consultant can help to upgrade the knowledge skills and troubleshooting acumen of these company operatives. We must note that experienced operatives and freshly inducted workforce can benefit from such expert inputs. In light of the above, we may state that the customer service consultant can help to overhaul existing service standards and create new benchmarks for professional performance.

Real life demonstrations during training sessions can often enable brands and businesses to train their staff members. Research indicates that the knowledge uptake is deeper and more resilient when customer service personnel observe these demonstrations and inculcate the learning in their work routines. A customer service consultant can be requested to provide such demonstrations and thereby convey the exact sequence of actions that enable workers to shine in their professional capacities. We note that such training sessions must be organized regularly with the co-operation and active participation of a trained customer service consultant. These actions can help to fill training gaps and elevate the general level of performance of customer service representatives inside an organization.

Psychological inputs offered by a customer service consultant can form a cornerstone of staff training regimens. The said consultant can train staff members on methods to handle irate customers in the front office, over telephone, or during online chat sessions. We note that said consultant may work to sensitise service representatives to the mind frames of customers and use certain tactics to cool customer tempers. A reassuring voice can project the image of authority and can help to assuage the frayed nerves of frustrated customers. We note that these comprise soft skills that can be suitably imparted by a customer service consultant. In addition, said consultant can organize an enactment of a typical encounter; this helps to underline the application of soft skills that leads to a successful interaction with business or retail customers.

A customer service consultant can help company operatives to conduct cold calls and persist in these business activities. For instance, an outbound marketing initiative can hinge on cold calling customers with a view to expanding the business mandate. The consultant can train operatives on the basics of such marketing activity and teach them the value of perseverance in such matters. We note that cold calling requires company operatives to create a certain frame of mind and to be nimble in the course of conversations with business prospects. These are essentially business skills that are predicated on knowledge and certain personality traits. The consultant can help business operatives to develop the relevant skills in order to gain better business outcomes. We note that such actions can be iterative and can help the business to gain value over time.

Documenting best practices is an important aspect of service-based businesses. This assumes importance because it enables a business to share knowledge and transmit the same to new employees. Therefore, a customer service consultant can be instrumental in documentation practices, thereby helping businesses to capture actual work experiences and distilling important information. We note that said consultant can also empower workers and staff personnel to peruse best practices and apply these in their work routines. The new outcome of such practices can include a sharper focus on business and more effective employees.

Fine customer service engenders customer loyalty, which has a direct impact on business outcomes. Therefore, customer service operatives should work to help their employers achieve customer loyalty. In addition, said operatives should also be skilled in upselling business propositions to multiple customers. We note that these are fine skills that can be achieved with time, intent, and practice. A customer service consultant can be deployed to enable operatives to learn these skills and identify opportunities to upsell to their customers. We note that these actions can enable businesses to sell in higher volumes and ring fence pools of customers and their spending power. In light of the above, we may state that said consultant can play a pivotal role in achieving relevant business outcomes.

A customer service consultant can offer valuable inputs in the form of feedback to business managers and management personnel. This can form the core of a consultant’s role inside a business organization. We note that the said consultant can be tasked to survey current business processes and identify loopholes that need to be addressed. This is possible because the consultant has an outsider’s perspective that allows him or her to cut bias from his or her viewpoint. Therefore, brands and businesses should pay special attention to the subsequent advice because it enables the business to evaluate and effect important changes in processes, structures, and organization. Further, the consultant can make impartial recommendations in terms of business personnel, thereby enabling internal processes of appraisal and evaluation.

In the preceding paragraphs, we have examined some of the contributions that can be made by a customer service consultant to a business enterprise. We must note that consultants can help to upgrade processes and advise senior business leadership on managing change and transition inside the organization. A consultant’s level of understanding can add valuable perspective to a variety of business functions. Consultants can bring in valuable information regarding changing business landscapes and changes in customer perceptions and mind-sets. These factors can enable modern businesses to leverage current information and stay abreast of current market developments. Further, external consultants can help businesses to re-define certain mandates and refine customer service paradigms in keeping with evolving market realities. These aspects can add business mileage to ambitious enterprises and help them to achieve firm-wide goals.

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