Simplify Customer Service Policies With Advance Knowledge Management

Posted On: August 1, 2020 |  9 mins read 357 Views

customer service policy

With an increase in tiff on winning customers, organizations have to focus on not just protecting interests of their existing customer base but also expand business by getting along with a new customer base. Competition has led to diminishing lines between ‘mine-only’ consumers as poaching clients with better incentives and offers is now a common practice. The reason behind this is fact that customers have a short memory span today and to remain in their good books demands constant efforts. A tiny loophole and you shall be sending out an open market invite to your competitors. Your customers might jump ships on their own too by going out and analyzing your service levels as against those of your competitors’.

What are customer service policies?

Customer service policies refer to written propaganda to be followed by employees of an organization while dealing with customers. It explains in detail about how employees are expected to deal under various circumstances like:

  • Dealing with a regular and satisfied client
  • Dealing with a regular and unsatisfied client
  • Closing new customers with internal/external reference
  • Closing new customers reached out to without a reference
  • Securing place in new market sect, and many more…

Customer service policies are like a guide or a framework that employees are expected to follow. It gives continuity to operations even when the same customer is perused by different employees. Organization’s tonality is maintained at all times thus helping with branding.

Having a written document in form of customer service policies however, does not refer to curbing an employee’s interests and skills. A good customer service policy shall always leave ample space or breathing room for employees to experiment and discover new and better means to connect, communicate, and serve the customers.


Research shows that over two-thirds of customers who stop using businesses do so because they find the service staff unhelpful, while 55% would pay more to guarantee good service.

Types of customer service policies

Customer service is usually delivered by reaching out to customers through platforms like social media, mail, live chat, contact center, FAQs, and self-service. Conversation between organization and customer can be inbound or outbound. While outbound reach usually focuses on converting a lead to clients, inbound leads stand at first priority section to provide problem resolution to existing customers. Inbound reach influences contact center KPIs and metrics the most.

Dead air policy

While you are expected to take each call within 20 seconds of ringing time, it is also important to know patience span of the caller. Well, it is as short as 30 seconds. Do not leave a dead air of more than 7 seconds on an on-going call. If you have to collect more information, inform customer to remain patient as you shall be putting them on hold.

On average, simpler queries can have a span of 30 seconds as hold air while technical queries may take up to 50 seconds. For any time required more than this, hang the call and politely ask the caller to expect another call shortly. Since FCR is already lowered, the second call must be a concrete solution and a ’make up for earlier mistakes’ call as well.

3 strike policy

Although amended now, three strike policy has basic structure of protecting integrity of your contact center workforce. It prevents agents from facing harassment on side of the caller. Many callers knowingly abuse or waste the time of agents doing about nothing productive. This policy gives agents right to warn callers with utmost diligence at first three attempts against behavioral discrepancies. A fourth, stating reason, agents can terminate the call and forward details to seniors.

On amendment, policy became inclusive of facility that all such routine harassers and nuisance callers shall be warned by upward hierarchy and repetition to same shall result in them being banned from customer list. This puts them in extremely long waiting queues on grounds of misbehaving.

Fatal errors

Errors those are too hazardous for organizational health owing to poor behaviour of agents. The errors can be about incomplete or wrong information, incorrect dissemination, wrong choice of platform, inefficient communication, poor resolution delivery, etc.

Amount of leniency or strictness of supervision does effect amount of agent errors but it ultimately rests in how intricately is agent taught and how skilfully can they manage time against frequency and accuracy expected in solution delivery. Major fatal errors can be listed as follows:

  • Closing ticket without giving proper resolution
  • The customer put in a situation to contact agent twice for same issue
  • Delivering wrong resolution
  • Causing the client to have extra expenses due to agent error
  • Breaching the SLA contract
  • Providing illegal solution
  • Going against organization’s policy on call
  • Getting abusive with caller
  • Losing revenue opportunity
  • Letting convertible leads slip by, etc

Role customer service policies play in overall CX

A good customer service policy is oriented around needs of customers and expectations they carry from organization. It instructs employees to find a mediocre way out when a customer demands something that might not be a possible deliverable in a manner that protects customer’s interests and safeguards the organization’s image all at once.

Older enterprises might have stricter policies owing to their safe foot in the market but time calls all for major changes. To put it plainly, customer service policy care is merely a subdivision of customer satisfaction and customer experience.

CX and CSAT is your customer’s general view of your organization, in light of their connections with it. Similarly, client care refers to explicit touchpoints inside with agent and self services through manual, mechanical, or automated methods. It might be concerning a simple inquiry mail or reaching to get solution of some quite complicated issue that requires expert assistance. CX has always been bigger than client assistance. It incorporates each touchpoint a consumer ever has with your organization.

How to improve customer service policies using knowledge management

According to Thomas Davenport, “Knowledge management is the process of capturing, distributing, and effectively using knowledge.”

Keep all employees well informed

Organizational communication plays an important role in creating harmony within enterprises. When your employees and team members are well informed about each policy, its application, and its pros and cons; taking quick and correct decisions becomes a cakewalk. It gets easier to communicate and control communication as well.

Better knowledge circulation

A good customer service policy always stands in advocacy for the creation and circulation of knowledge through better platforms in a manner that it can be quickly accessed as well as disseminated. When an agent talks to a caller, they can search within documents using AI and elastic search.

Time warp

Technology is an infinitive loop of innovation and growth. While sustainability is essential for organizational development, leaving behind the obsolete is still adjudged as wisest step to keep a hold over market and expand further. A technically superior enterprise ruling the industry too might fall out of business if not kept updated as it leaves customers open to choose sides with next best.


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