The growing number of business processing outsource companies have affected a lot of businesses over the world. As a source of customer service though, it is very important to keep track of how your customers feel about your business.
This template has been formulated to aid companies in tracking their health. It is divided into three parts technically but the only thing you need to put weight on is the Net Promoter Score and the Customer’s Score. Let’s define these two.
Net Promoter Score
This determines how likely a customer of yours would recommend your product or business to a friend or colleague. Having a low score means your business is in danger since growth is impeded. This can be resolved though by means of various advertising mediums but nothing could be as powerful as the word of mouth.
This part of the formula reflects the total number of customers who were satisfied with the assistance they got from one of your representatives. Hence, a negative response would directly affect your Net Promoter Score and the whole business in general.
Empower them with product knowledge
The real edge is all about product knowledge. There is a reason why a lot of customers are not happy with the services they are getting over the phone and that is wasted time. Instead of having to browse through pages just to assist a customer, if a representative is well-equipped with product knowledge, then he is more likely to resolve a situation in a timely manner.