From the course: Managing a Customer Service Team
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Developing service channels
From the course: Managing a Customer Service Team
Developing service channels
- The number of communication channels companies use to serve their customers has increased considerably in recent years. This video will give you an introduction to managing multiple service channels and provide some guidance to help choose which channels are right for your organization. To start, I'd recommend downloading the Service Channels worksheet. Once you have it in hand, we'll go through a few short exercises together. Okay, let's start by taking a look at some of the most popular service channels. Take a look at the list on the Service Channels worksheet and mark which ones your organization currently uses. Now think about which department owns each channel. For example, it's not uncommon for operations to own in-person service, customer service to own phone, email, and chat, and marketing to own Twitter and Facebook. It's important to identify the owner for each channel so we know who is serving our customers.…
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