Customer service is the showcase of your company. The way your representatives interact with clients and how effective they are in resolving their issues has a key impact on how customers perceive your business. In today’s article, we will look at several inspiring ideas that have proven effective at the customer service center of Costa Coffee in the UK.
These tips are based on an article from CallCentreHelper, whose authors visited the Costa Coffee customer center in High Wycombe in person.
Video chat
According to surveys, fewer than 1% of contact centers use video calls as a communication channel. Yet this can be a very efficient, fast, and convenient way to solve a customer's issue, for example, through screen sharing functionality.
Frequent communication between customer service leadership and staff
Satisfied clients can only come from satisfied employees. The management of the Costa Coffee customer service center regularly communicates with their service team about how they feel, whether anything is lacking, or if they need additional training or support.
Team-building and volunteer activities
Team spirit is not created only in the office, but also through shared experiences outside of work. One excellent way to approach team-building is to participate in a volunteer or charitable event together. In addition to strengthening team cohesion, employees also gain a well-deserved sense of having done something meaningful.
Problem prevention
Customer service should not only resolve problems but also work to prevent them. When organizing help desk operations, it is essential to focus on early detection and prevention of potential issues.
Work variety
No one enjoys doing the same thing repeatedly. Employee satisfaction in the service center can be improved by assigning small and varied projects or tasks that enrich their routine with new experiences.
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