Give employees more trust

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For customer service to be truly caring, your employees need to have enough freedom to act. Including to correct a situation that has gone slightly wrong. And to offer customers something more.

If, to resolve each issue, a line employee is forced mongolia company email list to contact his manager, who then contacts his manager, and so on, then everything will be too drawn out. And the client will most likely leave without waiting for a solution to his problem.

Moreover, phrases like “I should ask my manager” can be interpreted as an unwillingness to delve into the matter. An unwillingness to help resolve it. Someone might hear in such a formulation “I don’t want to think about your situation. I’ll do what my manager says. And I don’t care.” This will definitely not benefit your reputation.

To make the customer happy and loyal to you, encourage the proactive approach of your employees, their initiative. But, of course, such freedom of action also needs to be systematized. Determine what exactly and within what limits your employees can decide independently. And periodically monitor how the system works.

Provide multi-channel support
To make your audience loyal to you and feel your care, use as many channels as possible to interact with users. Here's what will help you effectively process the entire volume of reviews:

Set up a comprehensive monitoring system that will quickly collect fresh mentions from all sources
If a user needs your support, then provide it regardless of where you received the request.
Collect all the feedback you receive into a single system where it will be easier to work with
If you do everything and debug it correctly, then working with feedback will become not only more effective, but also more cost-effective. Users, noticing that you quickly and actively respond to incoming comments, will treat you more loyally.