Business owners tend to ignore the significance of performance reviews especially in customer support. However, this review is essential so you would know which part of customer support you should improve and which you should maintain. When your support staff is given performance reviews, they would know how to improve themselves and thereby their service.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
You should implement company policies that include yearly performance reviews for all your support staff and other employees in various departments. It is challenging to review customer support staff but it can be done. The key is to establish a criteria that will allow you to measure the customer support staff abilities. When you improve the abilities of your support staff, there are various benefits that you can reap:
- Potentially enhance customer experience
- Increase the knowledge that they can impart to customers
- Potentially establish loyalty
- Improves quality of customer support
Reviewed performance does not only improve the skills of your staff but can also radiate towards the service that your company provides. Whether it is your comprehensive knowledgebase, interactive decision tree, CRM and customer support when your staff is trained and experienced with continued improvement in performance, everything else seems to fall into their own places.
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