Customer Service Flowchart: What is it and how to create one?
Posted: Thu Dec 05, 2024 9:59 am
A customer service flowchart is an indispensable tool for any company that wants to improve the consumer experience.
This flowchart provides a visual structure that graphs a sequence of events and the step-by-step process of certain activities, thus acting as a guide to improve decision-making by the team during customer service.
To better understand what a customer service process flowchart is, simply read this glossary from start to finish, which covers the following topics:
A customer service flowchart is a graphical representation that allows the support team to organize, categorize, and manage all consumer requests. The flowchart provides the necessary guidelines for agents to handle requests, whether via chat, phone, or email.
What is the customer service process?
The customer service process spans from initial contact to the end of the support service. This process is based on a series of procedures that begin with the first contact between zimbabwe email list agents and the consumer, and continue until the last.
The customer service process aims to ensure customer satisfaction throughout the entire service, resolving their problems fluently and ensuring a good experience at all stages.
To visualize this entire scheme and ensure that all stages (the beginning, middle and end of the process) are communicated organically, the ideal is to adopt a customer service flowchart.
How to make a customer service flowchart?
To make a customer service flowchart , it is necessary to keep in mind the company's support demands, study its main challenges, name those involved, define roles, check for possible problems and standardize the process.
That is to say, there is no ideal structure, but it must be adapted to the reality of the organization.
In practice, a customer service flowchart can be created in Excel or using some software. It should be divided into simple blocks that show the different stages and sequences, the objectives of each of them, the personnel involved and the descriptions of the activities.
The more detailed a customer service flowchart is, the more functional it will be. While there is no perfect structure, there is a general model that can serve as a basis and inspiration for creating a customer service process flowchart . Keep in mind that it should be applied at each stage of customer service.
What are the stages of customer service?
The stages of customer service are as follows.
Treatment
From the first contact with the customer, the agent must understand the client's expectations and be proactive and efficient in trying to resolve his or her request. To do so, he or she must be friendly, attentive and agile.
Knowledge
Knowledge is based on active listening and humanized attention. In other words, it is not enough to follow a script and check the data in a software; the agent must demonstrate empathy in relation to the consumer's problem and be willing and available to solve it.
Resolution
This phase is the most objective. It involves the actual solution to the problem, which must be done efficiently and in the shortest possible time. It requires trained and qualified agents, a solid knowledge base, and quality customer service software.
How to create a customer service process flowchart?
To make a process flow diagram, it is important to follow some steps, which are:
Application
The request is the first contact the customer makes, it is when the consumer wants to register a complaint or clear up a doubt. Here, the agent must open his home screen, record his data and categorize the request.
Comprehension
Immediately after registration and categorization, the second stage of the customer service flowchart is to understand the consumer scenario.
In this step, the agent must ask the customer, in a clear and objective manner, what the subject of their question is, check the system to see if there is a similar previous history to better contextualize, and demonstrate proactivity in resolving their request.
It is also important for the professional to check the knowledge base to see if there is an answer to the customer's question. In the case of simpler requests, it is possible to solve the consumer's problem already at this first stage. If not, the agent must transfer the contact to a higher level of specialization.
Level of specialization
The level of specialization must have a senior agent, that is, an experienced professional who diagnoses the request and tries to provide an appropriate response to resolve the demand.
If this professional is unable to do so, it is essential that he or she informs the client of the estimated time it would take to complete the process. It is also necessary to notify the client if the time limit exceeds the amount reported.
While searching for a solution, the agent should make himself available, letting the customer know that he can talk to him during the process and informing him that he understands his request and is taking all measures to resolve it.
This phase of the customer service flowchart ends with the problem being resolved by the senior agent. If this is not possible, the agent must transfer the call to the sector manager, or even the company director, to offer a solution to the request.
This flowchart provides a visual structure that graphs a sequence of events and the step-by-step process of certain activities, thus acting as a guide to improve decision-making by the team during customer service.
To better understand what a customer service process flowchart is, simply read this glossary from start to finish, which covers the following topics:
A customer service flowchart is a graphical representation that allows the support team to organize, categorize, and manage all consumer requests. The flowchart provides the necessary guidelines for agents to handle requests, whether via chat, phone, or email.
What is the customer service process?
The customer service process spans from initial contact to the end of the support service. This process is based on a series of procedures that begin with the first contact between zimbabwe email list agents and the consumer, and continue until the last.
The customer service process aims to ensure customer satisfaction throughout the entire service, resolving their problems fluently and ensuring a good experience at all stages.
To visualize this entire scheme and ensure that all stages (the beginning, middle and end of the process) are communicated organically, the ideal is to adopt a customer service flowchart.
How to make a customer service flowchart?
To make a customer service flowchart , it is necessary to keep in mind the company's support demands, study its main challenges, name those involved, define roles, check for possible problems and standardize the process.
That is to say, there is no ideal structure, but it must be adapted to the reality of the organization.
In practice, a customer service flowchart can be created in Excel or using some software. It should be divided into simple blocks that show the different stages and sequences, the objectives of each of them, the personnel involved and the descriptions of the activities.
The more detailed a customer service flowchart is, the more functional it will be. While there is no perfect structure, there is a general model that can serve as a basis and inspiration for creating a customer service process flowchart . Keep in mind that it should be applied at each stage of customer service.
What are the stages of customer service?
The stages of customer service are as follows.
Treatment
From the first contact with the customer, the agent must understand the client's expectations and be proactive and efficient in trying to resolve his or her request. To do so, he or she must be friendly, attentive and agile.
Knowledge
Knowledge is based on active listening and humanized attention. In other words, it is not enough to follow a script and check the data in a software; the agent must demonstrate empathy in relation to the consumer's problem and be willing and available to solve it.
Resolution
This phase is the most objective. It involves the actual solution to the problem, which must be done efficiently and in the shortest possible time. It requires trained and qualified agents, a solid knowledge base, and quality customer service software.
How to create a customer service process flowchart?
To make a process flow diagram, it is important to follow some steps, which are:
Application
The request is the first contact the customer makes, it is when the consumer wants to register a complaint or clear up a doubt. Here, the agent must open his home screen, record his data and categorize the request.
Comprehension
Immediately after registration and categorization, the second stage of the customer service flowchart is to understand the consumer scenario.
In this step, the agent must ask the customer, in a clear and objective manner, what the subject of their question is, check the system to see if there is a similar previous history to better contextualize, and demonstrate proactivity in resolving their request.
It is also important for the professional to check the knowledge base to see if there is an answer to the customer's question. In the case of simpler requests, it is possible to solve the consumer's problem already at this first stage. If not, the agent must transfer the contact to a higher level of specialization.
Level of specialization
The level of specialization must have a senior agent, that is, an experienced professional who diagnoses the request and tries to provide an appropriate response to resolve the demand.
If this professional is unable to do so, it is essential that he or she informs the client of the estimated time it would take to complete the process. It is also necessary to notify the client if the time limit exceeds the amount reported.
While searching for a solution, the agent should make himself available, letting the customer know that he can talk to him during the process and informing him that he understands his request and is taking all measures to resolve it.
This phase of the customer service flowchart ends with the problem being resolved by the senior agent. If this is not possible, the agent must transfer the call to the sector manager, or even the company director, to offer a solution to the request.