Our Top 10 Customer Service Tips

Greetings, startup enthusiasts! 🚀 Navigating the startup maze? Here are 10 things I wish I knew 10 years ago.

1. The Recruitment Rodeo: Recruitment isn't just about filling vacancies; it's about investing in your company's future. The right people can elevate your brand, while the wrong ones can tarnish it. Sounds obvious, right? Yet so many brands hire an individual after only an interview. Verbal reasoning tests are a must for assessing a candidate's aptitude for customer service roles. Assess for the skills you need and then align them with your brand's values to determine culture fit. It ensures not just a good employee, but a brand ambassador.

2. Slide Shows: The Not-So-Magic Carpet Ride: If you think training is just about reading off slides, think again. Effective training is a journey. Introduce new concepts, illustrate with examples, let your team apply them, and assess their understanding. And if you can sprinkle in some gamification, you're not just training; you're engaging. Knowledge retention skyrockets when learning is interactive.

3. The Art of Resource Planning: Being there for your customers is more than just a promise; it's about strategic planning. Learn resource planning basics and get comfortable with a spreadsheet. Understand the ebb and flow of customer queries. Weekly, daily, and intra-day forecasts are your guiding light to ensuring you have the right number of advisors at the right time. Nobody wants to sit on hold for 10 minutes.

4. Tech Tango: In the digital age, the right technology can be your competitive edge. But don't be hasty. Review, compare, and test before committing. The tech landscape is ever-evolving, and startups need to be agile. Long-term contracts can be shackles. Opt for flexibility, even if it comes at a premium. It's a small price for adaptability.

5. Reporting: Keep It Simple, Silly: In the world of data, it's easy to drown. But remember, not all metrics are created equal. Focus on what you can control and what truly matters. Segment your metrics into three pillars: contact rates, efficiency, and quality. It's about quality insights, not quantity.

6. Humans Being Humans: In an era of automation, the human touch is irreplaceable. Ditch the rigid scripts and discretion limits. Equip your team with knowledge and trust them to use their judgment. When you empower your team, you're not just boosting morale; you're enhancing customer experience.

7. Money Matters, But...: While excessively competitive salaries can attract talent, they don't guarantee commitment or performance. Instead of splurging on over-the-top salaries, invest in a robust recruitment and training framework. And remember, motivation isn't just about money. Recognition, growth opportunities, and a positive work environment can be equally compelling.

8. Night Owls & Early Birds: The modern customer doesn't operate 9-5, and neither should your customer service. Embrace the diversity of your team. Engage those who thrive outside conventional hours. It ensures continuous support and gives your team the work-life balance they deserve.

9. Outsourcing: Not the Big Bad Wolf: Outsourcing can seem daunting, like parking your car in a sketchy car park. But with the right partner, it can be transformative. It's about extending your capabilities without stretching your wallet. Choose a partner who understands and resonates with your brand's vision.

10. Partners in Crime: In business, relationships are everything. Don't just look for vendors; seek partners. Collaborators who are invested in your success. If you're a budding startup, align with partners who value your business, not just your cheque.

In the dynamic world of startups, customer service is what sets you apart.

Keep putting your customers first, Luke, CX Upgrade.