In customer service, tiny improvements matter

Faith Ocampo Published on July 13, 2017

busy call center agent speaking to caller surrounded by customer service coworkers
Business leaders are often trained to think big, analyze the overarching narrative, and place more weight on the bigger picture. When we talk of process improvement, however, even the tiniest tweaks matter.


Take for example customer service. Customer relations experts know that there’s no quick formula to improve the way they deliver support to their clientele. The process is long, research-heavy, painful, and difficult to implement. It’s also marred with trial and error, as not every technique used is sure to yield desirable results.

So managers keep refining their process until something clicks. And along the way, they may need to repeatedly substitute one technique for another, monitor and evaluate each, and then look for another solution in case the one in place doesn’t work.
This makes customer support strategy overhauls largely impossible. In processes as critical and complex as customer service, the best we can do is to focus on small and incremental changes. The problem is, many leaders are averse to this.

call center team leaders discussing business plan on post it notes

Why many managers don’t like small changes

Minor tweaks are not often noticeable. And in today’s business landscape, wherein everybody expects fast and impressive results, we can understand why many prefer flashy and bold decisions. The downside is, you can never be a hundred percent sure that a grand strategy will work. In the event that it doesn’t, you expose your company to more risks and vulnerabilities.
In contrast, making small changes feels more comfortable. Fine-tuning the tinier aspects of your processes is a more calculated move, as opposed to building a brand new strategy from scratch.

Improving your customer support processes

Take a good, close look at the way you deliver your customer service. Ask yourself, “What can be done to make our performance just a tiny bit better? Can we solve problems just a tiny bit faster? Can we tell our agents to possibly sound a bit cheerier on the phone?”

motivated customer service agent
The same thing goes for employee engagement. As only happy employees can make customers happy, this is another aspect worth paying attention to. What daily habits can you change to be better at managing your team? Is it possible to give more compliments when they’re due? Should you smile more to your employees and be warmer toward them?

At first glance, these may not look like much. You may not notice it initially, but small adjustments pile up into a good customer experience. By looking at the smallest aspects of your services, you can identify instantly actionable ways to improve your performance even just by a tiny bit.

Consistency is key

Over time, these tiny improvements can make your brand stand out. By building good habits, you would appear more reliable and trustworthy. You’d be able to keep your customers satisfied with a high-quality customer service that gets better every time. Just make sure to communicate your desired changes to all your call center agents to onboard everyone onto your performance improvement strategy.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 4 hours ago
#Diversity fuels success, and #InclusiveHiring is the first step!
Agents from diverse backgrounds can relate to a wider range of experiences and perspectives, allowing them to connect with customers on a deeper level, fostering trust and rapport that transcends language barriers.

Learn more about practical strategies, success stories, and the power of embracing #diversity for better innovation and growth: https://buff.ly/3WmSym8

----------
Our recruitment & training practices are meticulously designed to ensure exceptional #CX: https://buff.ly/3xTkogl

#WeSpeakYourLanguage
#DiversityandInclusion
#inclusivity #Diversity
Open Access BPO 6 hours ago
The key to wowing customers is a skilled and creative #CustomerService team.
But hiring these specialists can be a challenge.

Ready to find the #CustomerExperience dream team?
Here's how to revamp your recruitment strategies and attract the best #CX experts.

----------
𝗢𝗿 𝘆𝗼𝘂 𝗰𝗮𝗻 𝗼𝘂𝘁𝘀𝗼𝘂𝗿𝗰𝗲 𝘁𝗼 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗮𝗻𝗱 𝘄𝗲'𝗹𝗹 𝗱𝗼 𝘁𝗵𝗲 𝗿𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗮𝗻𝗱 𝘁𝗿𝗮𝗶𝗻𝗶𝗻𝗴 𝗳𝗼𝗿 𝘆𝗼𝘂.

Our stringent #recruitment and training processes get you a highly skilled and expertly trained workforce attending to their customers 24/7.

Send us a message today to set up your own team: https://buff.ly/3Ltk2jq

#WeSpeakYourLanguage
Open Access BPO 4 days ago
Gaining a leg up on the global competition means so much more than speaking your customer's langauage.

Understand their culture and you stand to capture the international market: https://buff.ly/3W2ODcL

----------
Outsource with a #MultilingualCallCenter that will help you establish a strong foothold in your global markets: https://buff.ly/4bDl6Mj

#WeSpeakYourLanguage
Open Access BPO 4 days ago
Open Access BPO hosted a successful #Pride celebration, fostering a spirit of #inclusivity and community.
Attendees enjoyed a lively atmosphere with video showcases, band performances, and a drag queen showcase.

The event highlighted our commitment to #diversity and inclusion within the workplace.

𝗛𝗲𝗮𝗱 𝘁𝗼 𝗼𝘂𝗿 𝗯𝗹𝗼𝗴 𝗳𝗼𝗿 𝗮 𝗳𝘂𝗹𝗹 𝗿𝗲𝗰𝗮𝗽 𝗼𝗳 𝘁𝗵𝗲 𝗲𝗽𝗶𝗰 𝗰𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗶𝗼𝗻: https://buff.ly/4cXfjSS

----------
Open Access BPO is a dedicated employee-centric #outsourcing firm that champions a culture of respect and appreciation for all, regardless of background or identity.

Outsource to gain a #CX team and a strategic employee-centric operations management without losing your focus on growing your business.
Partner with us today: https://buff.ly/4cWE95y

#WeSpeakYourLanguage
#OneWithDiversity #PrideMonth
#Pride2024 #CelebratePride
#OABPOSpeaksWithPride
Open Access BPO 6 days ago
You need skilled and creative #CustomerService agents to wow your customers.
But #hiring the right people to engage with your consumers can be difficult for many brands.

Here's how to tweak your #recruitment strategies to get the best #CX experts: https://buff.ly/3zJNPSn

----------
Or you can outsource to Open Access BPO and we'll do the recruitment and training for you.

Send us a message today to set up your own team of #CX specialists: https://buff.ly/3VZNHG3

#WeSpeakYourLanguage
#outsourcing #CSat
#CustomerExperience
Open Access BPO 7 days ago
Aside from the different accents, Americans and Britons have different attitudes when talking to #CallCenter agents.

Here's what agents have to know about both types of English-speaking Westerners when providing #CustomerService: https://buff.ly/3WdNKPW

----------
Anticipate and exceed your global customers' demands with a multilingual #CX expert: https://buff.ly/3WbhEnR

#WeSpeakYourLanguage
#CustomerExperience #CX
Open Access BPO