Chapter 5 CS Flowchart PDF

Dr. Adem Chaiter  Chapter 5: Customer Service Flowchart Dr. Adem Chaiter  01- What is a CS Flowchart? * A customer service flowchart is a visual tool which sets out the various steps in the process and the order in which they are...

Dr. Adem Chaiter  Chapter 5: Customer Service Flowchart Dr. Adem Chaiter  01- What is a CS Flowchart? * A customer service flowchart is a visual tool which sets out the various steps in the process and the order in which they are followed. * In other words, the flowchart is a map which guides agents through the steps to be followed as the customer service request is dealt with. * A customer service flowchart is a visual representation of the customer service process in a company. This structure allows each of the stages involved to be visualised, optimising them in a way that helps the work of the teams and improves the consumer experience. Dr. Adem Chaiter  2- The importance of creating a CS Flowchart 1- This flowchart helps employees get things done efficiently. Dealing with and working with customers is often fast-paced. Thus, having a simple process in place helps stakeholders have a structured approach. A lack of process can lead to unexpected errors, causing frustration or frustration. 2- A pre-set flow chart design will give your company a specific internal process and ideal solutions, helping employees get things done efficiently. In addition, procedures and company policies that are simplified in the flowchart can help your employees get the job done without any mistakes. 3- Ensuring customers have a good experience is the primary goal of any company and business. If they do not have a standardized process or key metrics to rely on, they may not approach the issue effectively. It will result in wasted resources while providing delayed responses to some customers. Dr. Adem Chaiter  4- With customer service processes documented in graphical representations, agents will identify what they need to do in each step. It ensures that your customers will receive a great experience, increasing customer retention. 5- Helping Your Employees Handle Uncommon Situations Easily: In most cases, when something goes wrong, your employees will know what to do because they have been trained to do so. So what if one day they are faced with unusual or uncommon incidents, which they have never had to deal with before? That's when a defined process comes in handy. 6- Improve the Reputation of Your Business: Reputation is something that any business craves. The proof is that many businesses and companies spend tons of money and resources improving their reputation. You can also improve the reputation of your business from the smallest things, such as satisfying your customers. Dr. Adem Chaiter  additional Benefits: Organise the steps involved; Reduce operational costs; Standardise the service; Optimise the tasks; Help identify areas for improvement; Support brand loyalty by improving the Dr. Adem Chaiter  3- Creating a CS flowchart Step 1: Identify All Touch-points Available So, this step refers to listing all the available touch-points and contact details in your business, such as: Email Letter Telephone Website Live chat Social media. Dr. Adem Chaiter Step 2: Outline The Process For each type of interaction or touchpoint, you must list the steps required to resolve and process the request. It is okay to draw the process on paper and put each step in a box. Suppose a buyer calls your business to make a purchase. The first thing your agent needs to do is ask for basic information about the customer, including name, occupation, address, etc. Step 3: Arrange The Sequence Now, you need to rearrange or redraw the steps in sequence. You'll want more symbols, color schemes, color coding, or chart icons if you realize it's necessary to add alternate actions at each step. For example, if a customer calls your business to place an order, you'll need to show alternative actions if out of stock. Dr. Adem Chaiter  Step 4: Remove Potential Problems Through customers’ feedback, you can identify steps in the process where potential problems can occur. Then it's essential to build alternate steps, which allow your staff to troubleshoot, into your creative flow chart layout. Suppose a buyer calls your business with technical questions. In this case, it is difficult for call center agents to give an accurate answer right away. In this case, you should allow your agents to contact customers after consulting with technical experts. Step 5: Finish Your Flowchart Review your draft version with your employees to ensure that your flowchart is proper and workable. After that, utilize a specialist flowchart application to complete your flowchart (exp: ClickUp; Miro, Lucidchart; Canva; Smartdraw…) Dr. Adem Chaiter Dr. Adem Chaiter In the official version, you should add common symbols, such as: * Arrow shapes to indicate sequence * A variety of shapes and boxes to show steps * Diamonds or conical shapes for alternative actions * Ovals to indicate the start & finish points * Bold colors for noting Step 6: Distribute The Information Last but not least, you need to distribute copies for different departments, such as: - Supervisors - Customer service employees - Training staff - Managers Dr. Adem Chaiter 4- Customer Service Process Flowchart Types Here are five great customer service workflows you can easily implement to deliver a better customer experience: 1. Inbound customer service flowchart: Here, your team deals with a customer that has chosen to reach out to you. This means the customer has clear expectations from your customer service team. An inbound call center process flow diagram will empower your call center agents to conduct tightly orchestrated interactions with your customer. The basic skeleton of an inbound process flow chart can look like this: 1.A customer sends a request to your call center BPO (Business Process Outsourcing). 2.A call center agent greets your customer with a pre-decided call script. 3.The agent notes the reason for the inbound customer call. 4.The call center agent then determines a route to achieve customer satisfaction. You can customize this basic flowchart to suit your unique business process. Additionally, you can transform your flowchart into a more detailed process map by adding a customer call script, details on customer wait times and average handling time, and more. 2. Outbound customer service flowchart: Here, your team speaks to prospective customers for sales, lead generation, telemarketing, fundraising, debt collection, etc. Usually, these calls can be overwhelming for agents as cold calling can often feel intrusive for the customer. In such cases, you should have an outbound process flow diagram that’ll help agents provide the best customer service possible. This workflow diagram should also standardize how agents should approach a customer. Here’s a flowchart example of what your outbound process flow chart could look like: 1.Call center agents “cold call” customers to make a sale. 2.The agents greet them with a structured call script. 3.Agents convince customers to make a purchase. 4.They seek useful information from customers. 5.If the customer is convinced, agents may book a follow-up meeting or call to go forward with the purchase. 6.If they’re unconvinced, agents politely end the interaction. Dr. Adem Chaiter  3. Customer complaint resolution process flowchart: A customer complaint resolution flowchart outlines each step a call center or a contact center takes to solve a customer complaint successfully. This flow chart diagram will help agents handle customer frustrations and maintain the company’s reputation. After all, your call center agents are extensions of your business. And any error on their part may lead your customer to think your company is incompetent or indifferent to customer needs. Process mapping (the process of creating flowcharts) can help your agents understand how to address each unique customer concern. For example, a customer issue resolution workflow chart could look like this: 1.A customer calls to report an issue 2.A call center generates a support ticket 3.They assign severity level or priority level to the issue 4.An expert then talks to the customer to resolve the issue Dr. Adem Chaiter 4. Technical issue resolution process flow chart: Technical support is quite different from customer service. A technical issue resolution flow chart outlines every step a company should take to resolve a customer’s software or hardware issue — for example, a faulty headset. Note that some technical issues may not come from customers but from the company itself. A technical issue resolution process flow diagram can account for such a scenario as well. A basic technical issue resolution workflow chart may look like this: 1.The business or a customer detects an issue. 2.An agent opens a technical support ticket. 3.Developers receive the ticket for verification. 4.In a scenario where the customer has made an error, the support ticket is classified as unverified and is closed immediately. 5.If the ticket is verified, the technical staff takes over to resolve the issue. Dr. Adem Chaiter Dr. Adem Chaiter 5. Customer billing and orders process flow chart: Handling customer finances can be a complex process. Fortunately, a customer billing and order flowchart can help break down a call center team’s actions to assist customers with payment and delivery issues. For instance, if a customer doesn’t receive an order confirmation or get an order delivered on time, they may feel frustrated. A situation like this can overshadow the positive aspects of your business process. Structuring and visualizing a proper billing and order flowchart can ensure your call center team doesn’t overlook any customer concerns. A sample billing and order process flow chart could look like this: 1.Customer orders a product or a service. 2.They receive a confirmation email and receipt. 3.The accounting team gets the order information. 4.This activates the shipment process. 5.The Customer receives the product. 6.The order is closed. Dr. Adem Chaiter Dr. Adem Chaiter Dr. Adem Chaiter