- Table of Content
This is an internal document.
Boster Bio will put a heavy focus on customer support quality improvement in 2021 and raise the bar for customer support standard going forward. Customer support includes sales, order handling, billing, technical support, and any other forms of customer-facing communications. This initiative intends to build a comprehensive guideline for how to give good customer support and supplement this guideline with ample examples of what are considered good and bad customer support.
This initiative will be rolled out in three phases, below are descriptions and expectations for each phase:
Some easy to follow Customer support best practices will be given . These best practices are expected to be followed immediately. Failing to follow these guidelines results in mid to major demerits depending on impact.
Trainings and guidelines will be provided for such skills. Even though team members are not expected to master them right away they are expected to make continuous improvements on these skills. Exhibiting mastery of such skills in work will be considered as merits. Chronically lacking such skills over long periods of time would be considered as demerits.
Going forward employees are strongly encouraged to take initiative and improve the overall customer support system. Some examples will be provided in the code of conduct details . The spirit is to encourage participation and effort so all efforts will be rewarded and efforts that lead to significant impacts will be rewarded heavily.
New employees in customer support positions will go through the same training mentioned below and at the end of their probational periods, a fitness review will take place where the management team decides whether they are good fits to the position they would be in.
Existing employees in customer facing positions are expected to adopt all the basic best practices one week after receiving receiving these instructions. after one week, The person responsible for monitoring will start reporting good and bad emails from all monitor accounts based on these guidelines. The basic best practices are a simple guidelines that are easy to follow and failing to follow these press practices are considered medium to major demerits. More details see the KPI section.
During the first two months after receiving these instructions, existing employees are expected to gradually improved and perfect skills described in phase two. Rapid improvements in empathy, upsell, Brand promotion, opportunity identification, and skillful use of positive language (see details in the instruction manual) will be considered as merits. More details see the KPI section.
After the first two months, any efforts in helping improving the customer support system are considered merits, weighed based on their impacts. We encourage the spirit of participation, thus any effort will be rewarded, well efforts that led to great impact will be rewarded heavily.
One independent contractor will be the designated enforcer for this code of conduct.
This person will be going through all outgoing and incoming emails of every customer facing email address. This person will report incidences that bear merits or demerits. This person will be responsible for deciding the weight of merit and demerit of each situation.
Email addresses being monitored include but not limit to: account, orders, sales, support and logistics. Currently no phone calls or live chats will be monitored.
Selected positive and negative examples will be shared in the workshop for the team's collective improvement.
Held during monthly meetings and at extra times schedule by the management team
the workshop will be held to answer any questions and discuss suggestions from the team. Team members are encouraged to share experiences, takeaways, tips, challenges and improvement/prevention plans they face with the rest of the team. the amount of contribution is expected to be proportional to the reported merits and demerits of the team member. If a team member has large amounts of unaddressed demerits by end of the workshop, it will result in a major demerit.
PS: Though the management team will try to observe as much as possible, it is up to the employee to make these positive contributions known.
A team member attains a (tier is dependent on impact) merit if he/she shows initiative on or contributes to
How customer support performance will affect each employee
Merits are positive, demerits are negative. There are 3 tiers to each—minor, mid and major. Each merit or demerit is associated with a certain type of behavior. Repeated behavior of the same type will not result in multiple merits, rather it will escalate the merit/demerit tier. For example, failing to address the customer by their name or signing off your own name will result in a minor demerit at first, and after continuous offences, escalate to mid and eventually major demerit.
3 minor merits/demerits are considered to be equivalent to a mid merit/demerit, 3 mid merits/demerits are considered to be equivalent to a major merit/demerit. Merits and demerits can offset each other, Netting 3 major demerits results in a warning letter and puts the person on a 3-month probational period. A warning letter during the probational period, or 3 warning letters in 2 years of time, results in a fitness review where the management team decides whether an employee is a good fit to the position he/she is in.
Warning letter definition: https://www.upcounsel.com/employee-behavior-warning-letter
Netting major merits at end of year results in a boost in the year end bonus. When promotional opportunities occur, employees with more merits are considered first.
Merits/warning system will cover other aspects of the company operation, not limited to customer support.