The PACT customers service model was designed to ensure that all major aspects of the customer service process are covered with every transactions. The model itself is as follows:
- P – Process
- A – Attitude
- C – Communication
- T – Time
In short, you are responsible for making sure that your customer service team members know exactly what process they are to follow from the beginning of a transaction straight through to the end and they should have a positive attitude throughout the entire experience. They should be able to clearly and effectively communicate with not only your client but with other internal teams who may play a role in completing the job as well. Finally, they should have a good sense of time management – getting the job done within a reasonable amount of time and reporting back to the client as soon as possible.
Does your customer service team follow the PACT model? If not, can you make a few simple tweaks to get them back on track? You’ll be surprised at the increased customer service satisfaction levels you may achieve by doing so.
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