Customer Service Best Practices (as told by CPO)

• Practice the LEAP method -

  • Listen intently to the client's questions and concerns, making notes as needed to ensure all items are addressed/scheduled for follow up. 

  • Express empathy and understanding when client expresses frustrations. 

  • Apologize for any mistakes or items where we could have done better. Take ownership of the issue (we are one company mindset) rather than casting blame. Thank the customer for bringing the problem to your attention. 

  • Problem Solve. Be the customer's advocate, take charge, take responsibility and initiative to do whatever you can to solve the problem as quickly as possible. 

• If a client emails/calls noting they received an error in any of CertiPay's applications, request they send a screenshot of the error received. 

• Repeat issue back to the client to ensure you understand what the client is trying to express. 

• Try Remember that we never know what is happening outside of the call's/email's context. 

• Convey a positive attitude and tone during written or verbal communication reflecting that you are happy to assist the customer. Sentiments such as "have a nice weekend" or "have a wonderful evening."

• Rather than saying "I don't know," let the client know that you are looking into the issue/question they have (i.e. "I would be more than happy to look into this for you").

• The client may not always be right and in payroll this can have a more meaningful impact. . Instead help guide the client to better understanding of a method/requirement/practice using federal and state resources as needed. This helps put the client on the right path without making them feel like the communication was a negative experience. 

• If a resolution is taking longer than expected, thank the client for their patience while we resolve the issue. 

• Understand CertiPay's policies and procedures but keep in mind that not everything is black and white - Exceptions can be made. See what options we can provide the client and understanding that some solutions may fall outside of our typical path.