What is the best way to create and follow a customer service communication plan?

2 Identify your channels

The next step is to identify the channels and platforms you will use to communicate with your customers. These might include phone, email, chat, social media, website, app, or others. You should consider the preferences and behaviors of your target audience, as well as the suitability and effectiveness of each channel for different purposes and situations. For example, you might use phone for urgent or complex issues, email for newsletters and confirmations, chat for quick and casual inquiries, and social media for feedback and engagement.

3 Establish your tone and style

Your tone and style are the voice and personality of your brand. They reflect your values, culture, and identity, and influence how your customers perceive and trust you. You should establish your tone and style guidelines for your customer service communication plan, and make sure they are consistent across all channels and team members. Your tone and style should be appropriate for your industry, audience, and context, and convey empathy, professionalism, and friendliness. For example, you might use a formal tone for legal or financial matters, a casual tone for social media or chat, and a positive tone for compliments or apologies.

4 Create your templates and scripts

Templates and scripts are pre-written messages or responses that you can use for common or repetitive customer service scenarios. They can save you time, ensure accuracy, and maintain quality and consistency. You should create your templates and scripts for your customer service communication plan, and customize them for different channels, situations, and customers. Your templates and scripts should follow your tone and style guidelines, address the customer's needs and expectations, and include clear and actionable information. For example, you might have a template for a welcome email, a script for a refund request, or a template for a feedback survey.

5 Train and empower your team

Your team is the key to executing your customer service communication plan. You should train and empower them to use your channels, tone and style, templates and scripts, and goals effectively and confidently. You should also provide them with the tools, resources, and support they need to communicate with your customers. Your team should understand your brand's vision and values, know your products or services inside out, and have the skills and authority to solve problems and delight customers. For example, you might offer regular coaching, feedback, and recognition, or give them access to a knowledge base, a CRM system, or a chatbot.

6 Monitor and improve your performance

The final step is to monitor and improve your performance and results. You should track and analyze your customer service communication metrics, such as customer satisfaction, retention, loyalty, feedback, reviews, referrals, response time, resolution time, or others. You should also collect and act on your customer's feedback and suggestions, and identify your strengths and weaknesses. You should use your data and insights to evaluate your customer service communication plan, and make adjustments and improvements as needed. For example, you might test different messages or channels, introduce new features or offers, or reward your loyal customers.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?