What is Customer Care Process Document?

Tài Liệu Quy Trình Chăm Sóc Khách Hàng Là Gì?

The customer care process document is one of the important documents. It helps departments and employees work more efficiently, quickly and productively. Yet today, many organizations still neglect to build customer care documents. This is a big omission that makes the information about the customer care knowledge necessary for the device to fall out. So what do you need to do to create a customer care kit? Let's see the notes to follow through the following article. Also collect some great customer service books.

tài liệu chăm sóc khách hàng cung cấp kiến thức chăm sóc khách hàng
For all customer service staff to work well, you need to guide them with specific documents and documents

Before diving into how to create a customer care process document, let's have a quick look at its concept.

What is a customer care document?

The customer care process document is a set of documents about tools and how to work. It plays the role of guiding and explaining to staff in each case of contact with guests. Some of the customer care documents you may come across are:

  • Basic process of customer consultation
  • Software manuals CRM
  • Process of receiving and processing feedback
  • Incentive scenario to raise member points

As can be seen, the customer care documentation outlines the possibilities and details how to respond. It provides employees with a reference to react quickly in a particular case. Through that, help them do the job correctly, reduce errors and avoid unnecessary trouble.

Why do businesses need customer care documents?

Currently, business that wants to develop well needs to put customers at the center. This gives rise to a pleasing race to retain customers. But to create an advantage in that race, businesses need to be well prepared in terms of time, technology and resources through two popular ways:

  • Intensive training for personnel.
  • Use an outsourced service.

But either way, you still need to make sure your employees know the process to keep it running smoothly. Because if this process does not go smoothly, it will waste time and money. Even omission of information can lead to serious mistakes, affecting brand reputation.

How to create customer care process documentation?

Customer care documents of each enterprise are separate and unique. Because it needs to be consistent with the organization, strengths and capabilities of each place.

However, there are still some rules that you should follow. Remember, good documentation is when it's clear, easy to understand, and as neat as possible.

tài liệu về chăm sóc khách hàng
Each set of customer care documents is unique, but they still share certain rules

Provide enough information

No one wants to read dry lines and fill the whole page. Therefore, you need to consider the amount of information you want to convey. Focusing on the important part can solve the problem and distilling the relevant ones. Besides, use simple sentences that anyone can understand quickly.

Take advantage of associates

Continually get feedback to perfect your customer care process documentation. Through that, you will know what is really important; Which issues should be explored in detail or where they can be omitted.

You should also have multiple people in multiple locations contribute to your document. Because later, it will be an important document, related to the work of many personnel and departments.

Consider using a professional process writing service

This solution helps with process documentation take care of customers are simplified. You not only save effort and time, but also get the finished product. Because the professional unit knows how to collect the necessary customer information. They also have a lot of experience in using the right language and conveying the right message. Or you can also add this person to your business to be more proactive in building processes.

Regularly update customer care process documents

Customer relations are very dynamic business. New cases appear constantly due to customers changing needs, changing preferences. Sometimes, your organization's own adjustment entails a change in customer policy.

From that, it can be seen that information that is not up to date not only loses its value, but can also create problems. For example, losing the trust of loyal customers because of the inconsistency of the business. Or the connection and coordination between departments is disturbed when each party performs in different ways.

What benefits does customer service knowledge bring to businesses?

The most obvious benefit is to make sure employees understand the system and respond quickly to any questions they receive. Besides, it helps to synthesize and systemize information; make information easy to understand, find, and use.

In addition, customer care knowledge also brings 2 benefits:

  1. Troubleshooting is more effective when any new employee can handle the problem on their own.
  2. Support simple but rare problems. The most obvious is the software installation. Although this only needs to be done once, if employees can follow detailed instructions on their own, it can also save a lot of time.

Book recommendations on customer service

Documenting the customer care process is no easy task. To do that, you need to learn from many sources. The first is to learn from the inside to understand the overall picture of the business. Next, you consult professional knowledge from book Newspapers, courses. You can then compare them with other businesses for further refinement.

sách về dịch vụ chăm sóc khách hàng
The book is a useful source of information if you want to learn knowledge about the field of CRM

As a beginner to customer service books, you can consider 5 books:

  1. Super Profit – Super Service (Jeff Gee & Val Gee)
  2. 5 Star Customer Service (Michael Heppell)
  3. Amazing Service – Surprised Customers (Kristin Anderson & Ron Zemke)
  4. Business expansion strategy from the core (Chris Zook)
  5. Lead User (Nir Eyal)

summary

Hopefully, through the above article, Becare has provided you with more useful information. 

Besides, Becare is also a leading unit in the field of providing outsourced customer care services.

Please contact BECARE immediately if you need advice on processes and software. We will also have good deals for customers who register early.