Everybody knows that customer service is king and that’s why UK companies invest vast amounts of time and money into the customer service training and personal development of their staff.

It’s a lot cheaper to spend a little money to make sure you keep your existing customers happy, than it is to have to find new ones after losing some from poor services.

However, in this current economic climate some companies are being forced to cut back on customer service staff to save money. Alternatively, other industries that are still managing to grow are trying to avoid recruiting new staff to cope with customer service demands.

Both situations are dangerous, as managers are trying to juggle budgets whilst retaining good business. There are few things you can do to cut down on your customer service man hours, and/or improve your customer service.

Offer call backs
During peak periods, instead of keeping your customer queuing on the line, make sure there call is answered, a brief note taken of the nature of the enquiry, and agree a call back during a specified time period.

Analysis
Analyse typical customer questions and queries and publish them electronically, to give the client an opportunity to seek a solution without having to call your staff.

Tutorials
Depending on the nature of your business you may be able to publish written or video tutorials on the internet to help your clients find a D.I.Y. solution.

Cross Train
Train other people in your organisation (whose typical function is other than customer service), so they can help out with phone support in peak periods.