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PRODUCTIVITY HACKS
10
for customer service
BEST
PRODUCTIVITY HACKS
Brought to you by CTS Service Solutions
© Copyright 2016. CTS Service Solutions. All Rights Reserved.Service Solutions
Organizations today are stretched thin. Their teams
overwhelmed. Yet, to deliver Hero-Class® customer service,
teams must be able to address the needs of every customer.
Time is one of the most precious commodities for any
customer-facing team, and in a world or shrinking budgets, the
best way to “make” more time is to be more productive.
Are you ready to start hacking your productivity?
Productivity Is Essential to Customer
Service
1 Create and
Optimize Systems
Don’t reinvent the wheel with
every customer interaction.
Create systems that make
processes efficient and that
improve outcomes both for
customers and the organization.
Then, regularly optimize those
systems.
More on customer service scripts.
2 Use Scripts
While scripts can make reps
seem robotic, when used well,
they can save teams time.
Have scripts prepared for your
most common interactions, but
always remember, scripts are
just a starting point.
Personalize each interaction.
More on rule accretion.
3 Simplify and Purge
Processes
Processes and rules accrete
over time.
Many are no longer necessary.
Others are no longer effective.
Simplify your processes
continuously, and perform a
policy purge a few times each
year.
4 Train the Shortcuts
Often changing a process is
cumbersome, time-consuming,
or impossible in the short term.
Yet, team members often figure
out how to remove inefficiency
through shortcuts.
If someone has a two-step
method for a four-step process,
train your team on the shortcut.
5 Clean Up Your
Communication
Review all of your standard
communication for ambiguity
and potentially confusing
language.
Misunderstandings create poor
experiences and are inefficient.
Clarity is power.
Lorem ipsum dolor sit
amet, nec tamquam at.
Eu mea lobortis interes.
in eum assum dissentiet,
Etiam senserit cumid,
Here is a customer communication checklist.
6 Use Automation
Effectively
Automate— but do so tactically.
Incredible tools exist nowadays
for automating routine portions
of the customer journey.
Just make sure that automation
doesn’t denigrate the customer
experience by removing human
interaction from important
touch points.
7 Give Teams the
Right Tools
Don’t give your team hammers
when they need screwdrivers.
Technology investments are
challenging, but so is providing
Hero-Class® service with a
decade-old CRM system.
If you don’t have the budget for
upgrades, use third party tools to
bridge the gaps temporarily.
8 Keep Information
Current
Outdated information is even
worse than an outdated system
and is inherently inefficient.
Make sure your CRM system
and your team has the most up-
to-date, accurate information.
Just remember the old adage:
Garbage in; garbage out.
9 Empower Your
Teams
Empowered employees solve
more issues on the spot and do
not have to circle back with
customers or involve other team
members as often.
An empowered team is the
ultimate tool for preventing a
small issue from snowballing
into a much larger issue.
Learn more about employee empowerment.
10 Forward-Resolve
Issues
All too often reps want to click
the “resolved” box and
organizations want to decrease
ticket times. But taking the time
to address potential issues up
front saves time in the long run.
Anticipate future customer
issues through proactive
questions that elicit honest
responses.
FUTURE
PAST
© Copyright 2016. CTS Service Solutions. All Rights Reserved.Service Solutions
After you’ve hacked your
organization’s customer service,
never forget that the ultimate
source of productivity in
customer service is getting it
right the first time.
Issues that need to be fixed or
resolved are inefficient and
expend valuable resources.
Just remember..
“An ounce of
proactive service is
worth a pound of
reactive cure.”
Adam Toporek
Tweet this
Brought to you by CTS Service Solutions
ADAM
TOPOREK
Adam	
  is	
  the	
  author	
  of	
  Be	
  Your	
  Customer’s	
  Hero:	
  
Real-­‐World	
  Tips	
  &	
  Techniques	
  for	
  the	
  Service	
  Front	
  
Lines	
  (2015),	
  as	
  well	
  as	
  the	
  founder	
  of	
  the	
  popular	
  
Customers	
  That	
  Stick®	
  	
  blog.	
  
He	
  is	
  a	
  keynote	
  speaker	
  on	
  customer	
  
service	
  and	
  customer	
  experience.	
  
Adam	
  is	
  also	
  the	
  owner	
  of	
  CTS	
  
Service	
  Solutions,	
  which	
  
specializes	
  in	
  high-­‐energy	
  
customer	
  service	
  training	
  and	
  
workshops	
  that	
  teach	
  frontline	
  
teams	
  how	
  to	
  deliver	
  Hero-­‐Class®	
  
customer	
  service.	
  
GO	
  TO:	
  CustomersThatStick.com	
  
TWITTER:	
  @adamtoporek
WORKSHOPS
AND TRAINING
LEARN MORE
3 FREE
CHAPTERS
GET YOUR GIFT
Service Solutions
Clickable	
  links!

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10 Best Productivity Hacks for Customer Service

  • 1. PRODUCTIVITY HACKS 10 for customer service BEST PRODUCTIVITY HACKS
  • 2. Brought to you by CTS Service Solutions © Copyright 2016. CTS Service Solutions. All Rights Reserved.Service Solutions Organizations today are stretched thin. Their teams overwhelmed. Yet, to deliver Hero-Class® customer service, teams must be able to address the needs of every customer. Time is one of the most precious commodities for any customer-facing team, and in a world or shrinking budgets, the best way to “make” more time is to be more productive. Are you ready to start hacking your productivity? Productivity Is Essential to Customer Service
  • 3. 1 Create and Optimize Systems Don’t reinvent the wheel with every customer interaction. Create systems that make processes efficient and that improve outcomes both for customers and the organization. Then, regularly optimize those systems.
  • 4. More on customer service scripts. 2 Use Scripts While scripts can make reps seem robotic, when used well, they can save teams time. Have scripts prepared for your most common interactions, but always remember, scripts are just a starting point. Personalize each interaction.
  • 5. More on rule accretion. 3 Simplify and Purge Processes Processes and rules accrete over time. Many are no longer necessary. Others are no longer effective. Simplify your processes continuously, and perform a policy purge a few times each year.
  • 6. 4 Train the Shortcuts Often changing a process is cumbersome, time-consuming, or impossible in the short term. Yet, team members often figure out how to remove inefficiency through shortcuts. If someone has a two-step method for a four-step process, train your team on the shortcut.
  • 7. 5 Clean Up Your Communication Review all of your standard communication for ambiguity and potentially confusing language. Misunderstandings create poor experiences and are inefficient. Clarity is power. Lorem ipsum dolor sit amet, nec tamquam at. Eu mea lobortis interes. in eum assum dissentiet, Etiam senserit cumid, Here is a customer communication checklist.
  • 8. 6 Use Automation Effectively Automate— but do so tactically. Incredible tools exist nowadays for automating routine portions of the customer journey. Just make sure that automation doesn’t denigrate the customer experience by removing human interaction from important touch points.
  • 9. 7 Give Teams the Right Tools Don’t give your team hammers when they need screwdrivers. Technology investments are challenging, but so is providing Hero-Class® service with a decade-old CRM system. If you don’t have the budget for upgrades, use third party tools to bridge the gaps temporarily.
  • 10. 8 Keep Information Current Outdated information is even worse than an outdated system and is inherently inefficient. Make sure your CRM system and your team has the most up- to-date, accurate information. Just remember the old adage: Garbage in; garbage out.
  • 11. 9 Empower Your Teams Empowered employees solve more issues on the spot and do not have to circle back with customers or involve other team members as often. An empowered team is the ultimate tool for preventing a small issue from snowballing into a much larger issue. Learn more about employee empowerment.
  • 12. 10 Forward-Resolve Issues All too often reps want to click the “resolved” box and organizations want to decrease ticket times. But taking the time to address potential issues up front saves time in the long run. Anticipate future customer issues through proactive questions that elicit honest responses. FUTURE PAST
  • 13. © Copyright 2016. CTS Service Solutions. All Rights Reserved.Service Solutions After you’ve hacked your organization’s customer service, never forget that the ultimate source of productivity in customer service is getting it right the first time. Issues that need to be fixed or resolved are inefficient and expend valuable resources. Just remember.. “An ounce of proactive service is worth a pound of reactive cure.” Adam Toporek Tweet this Brought to you by CTS Service Solutions
  • 14. ADAM TOPOREK Adam  is  the  author  of  Be  Your  Customer’s  Hero:   Real-­‐World  Tips  &  Techniques  for  the  Service  Front   Lines  (2015),  as  well  as  the  founder  of  the  popular   Customers  That  Stick®    blog.   He  is  a  keynote  speaker  on  customer   service  and  customer  experience.   Adam  is  also  the  owner  of  CTS   Service  Solutions,  which   specializes  in  high-­‐energy   customer  service  training  and   workshops  that  teach  frontline   teams  how  to  deliver  Hero-­‐Class®   customer  service.  
  • 15. GO  TO:  CustomersThatStick.com   TWITTER:  @adamtoporek WORKSHOPS AND TRAINING LEARN MORE 3 FREE CHAPTERS GET YOUR GIFT Service Solutions Clickable  links!