Our company is growing and we’ll be adding some permanent, but very junior, customer service staff. As I’ve been providing support previously I’ll be managing the small team.
I’ve never bothered with things like scripts before and we’ve never had a firm policy. I feel like a bit more structure would be useful for an incoming team, but I want the support we offer to remain flexible so we can offer a personalised service to our clients. What’s the best way to create a policy that offers support but lets smart people use their initiative?
You might want to meet with the marketing team to discuss/establish a brand voice. They may already have documentation on this, so you could adapt it for CS. It’s best to get your employees to understand the tone that you communicate in, which varies greatly by company.
Maybe create a general Dos and Don’ts guide. Are there certain words you avoid, like bug, issue, problem? Are there words and phrases that you think really help?
You could provide templates for how responses should look, how do you want to greet customers; Hi/Hello/Dear Customer? What about thanking them for writing in or do you just want to get straight to the point? The goodbye part could also be defined. These guidelines will help your staff gauge the appropriate tone.
I think you should create some guidelines, outlines and templates. But with a view to empowering your staff to deliver personal responses and make it their own.