Tips and Tricks to Using CRM for Customer Service

Tips and Tricks to Using kundenbeziehungsmanagement for Customer ServiceCredit Shutterstock If youre elend using your customer relationship management (CRM) software to improve customer service, youre not getting the full value out of your CRM system. When geschftslebenes adopt a CRM, its usually with the primary intent of streamlining sales pipelines and storing customer information, but modern systems offer so much mora than that.By utilizing extensions and add-ons, and creating processes that support your goals, a CRM can help you improve communication with current and prospective customers.Editors leide Looking for CRM software for your geschftliches miteinander? If youre looking for information to help you choose the one thats right for you, use the questionnaire below to have our sister site, BuyerZone, provide you with information from a variety of vendors for free1. Send automated emails.Most CRM software allows users to streamline early communica tion with clients through automated responses. Giving customers instant confirmation that their request has been received is one major benefit to automated emails, but its more functional than that canned email responses are an excellent place to add links to request forms, FAQ pages, wikis, price lists and other relevant documentation.Creating different canned responses for each departmental email address (e.g., customer service, IT, billing, HR) can cut down on basic questions from customers and employees. Too often companies spend time creating FAQ guides and technical documentation that no one uses, but automated emails provide the perfect opportunity to direct people back to the resources youve already created.2. Use templates.Email templates are an easy way to make email communication with customers appear more consistent and polished. When youre previewing different CRM systems, check whether email templates are available and ask how customizable they are. Lightweight system s usually offer some leeway in terms of customization, while more sophisticated solutions, like abverkaufforce, allow users to create their own templates from scratch using a drag-and-drop interface.Users can even add images, like logos, to their templates, and save and share them with other users. Templates are also helpful for seasonal promotions and direct email marketing, especially for small businesses that dont have in-house graphic designers.Remember, customer service isnt just about responding to queries its about creating consistent communication across all channels.3. Pull reports.Quality CRM software programs are loaded with reports, including reports on customer communication. Some systems even allow admins to compare customer interactions based on employee, enabling managers to see which associates have the longest and shortest response times, and who gets the fruchtwein customer complaints. As with most features, the more sophisticated your CRM system is, the more opt ions youll have for pulling reports.If you make reviewing customer service reports part of the employee evaluation process, you can increase accountability and let your staff know that every single call and email matters, not just for customers but for them. Reports can also help you identify patterns and create appropriate training opportunities to teach customer-facing staff what works and what doesnt. Interested in CRM software? Check out our best picks.4. Improve complaint resolution.Without a CRM, client complaints can come down to an undocumented exchange between your associate and an angry customer. Drilling down into how things went wrong, how long responses actually took, and what was said is much easier when you fully utilize your customer relationship management software.Most CRM systems automatically log emails, but nowadays many also record and log phone calls, so if a customer complains about rude service, you can listen to a recording of the call theyre referencing. O n the flip side, if an associate swears they responded quickly and politely to a query, even after getting a customer complaint, you can crosscheck the claim by looking through your associates communication log.5.Train employees to utilize client data.Training is a big part of adopting any software system. One of the most valuable features a CRM offers is the ability to view in-depth client information. Unfortunately, many companies spend time and money implementing customer relationship management systems and then dont institute processes for employees to use the information at their fingertips. Training employees on how to use the basic functions in a CRM system is important, but so is training them on the process.When an associate picks up or places a call to a client for whom there is information, they should be using data to inform the conversation. Personalizing a call with a name is the bare minimum understanding the type of business each client is in, reviewing past orders a nd reviewing previous communication can give associates real insight into how to best communicate with each customer.Bottom lineIts not difficult to markedly improve the level of customer service your business offers if you know how to utilize your CRM system. Training is a huge piece of the puzzle when it comes to stellar customer service, but a good CRM solution should have lots of built-in tools to help you along the way. 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Heres How to Spot Discrimination in the Workplace Happens

zu siches How to Spot Discrimination in the Workplace Happens Workplace discrimination can be difficult to spot, but its not impossible when you know the signs.Employment discrimination laws prohibit discrimination against certain classes of individuals. The workers protected by ansicht laws are known as a protected class, and these protected classes are defined by specific statutes. If you believe your employer is engaged in unlawful discriminatory practices, you should be on the lookout for the following conduct, as it could be a sign of a much larger problem.What are some examples of discrimination and how do you spot them? Read on to find out.Laws concerning workplace discriminationIn addition to city and state anti-discrimination laws, tzu siche are federal protections available. Federal employment discrimination laws include Title VII of the Civil Rights Act of 1964 (Title VII) (which includes the Pregnancy Discrimination Act) the Americans with Disabilities Act (ADA) the Gene tic Information Nondiscrimination Act (GINA) the Age Discrimination in Employment Act (ADEA) the Equal Pay Act of 1963 (EPA) certain sections of the Rehabilitation Act of 1973Title VII, for example, prohibits discrimination based on sex, which includes discrimination based on gender and pregnancy, and prohibits sexual harassment. Notably, though sexual orientation is not currently written into the statute the EEOC treats sexual orientation as a protected class under Title VII. Title VII also provides protections based on an employees national origin, race/color and religion.This means that employers cannot make employment decisions based on these factors, including decisions related to hiring, firing, promotions, work assignments, discipline or any other terms and conditions of employment.It is important to remember that employment discrimination matters are highly fact-specific and federal anti-discrimination laws apply only to employers with 15 employees or more except for the AD EA, which requires a minimum of 20 employees. Many states offer protection to employees who work for an employer with fewer employees, though the remedies and elements required to prove a claim may vary.7 signs your employer is engaging in workplacediscriminationNow that you have a sense of the type of conduct that is prohibited by law, how do you know if your employer is engaging in discriminatory practices? What are some examples of discrimination in the workplace? There are several signs to spot.1. Questionable hiring practicesIn general, employers are prohibited from asking interview questions that target an applicants protected class. For example, an employer cannot ask female candidates about their marital status, whether they intend to become pregnant or any other questions related to their families or family planning.Other examples of prohibited questions can includeDo you have children?How many kids do you have?Are you pregnant or do you plan to become pregnant?Who watches your children while youre at work?While there are times a friendly conversation can turn to the topic of children, the prudent employer will generally not raise the topic during an interview.If somehow the topic of children and family planning does arise, the employer is not permitted to use that information in assessing the candidates fitness for the job.Another example of an unlawful hiring practice would be if an employer refused to hire an applicant because of a foreign accent or religious attire.English-only rules can also be a sign of unlawful discrimination. According to the EEOC, An employer can only require an employee to speak fluent English if fluency in English is necessary to perform the job effectively or is needed to ensure the safe or efficient verarbeitungsschritt of the employers business and is put in place for nondiscriminatory reasons.2. Language that reveals an unlawful biasAnother way to spot workplace discrimination is by listening for language that reveals a n employers unlawful bias. This includes comments that stereotype certain protected classes and attack their fitness as workers based on their protected attributes.The following are examples of an employers language revealing unlawful biasComments such as, Women dont work as hard after they become mothers.Comments that all members of a certain race are lazy or not hard-workingRemarks expressing distrust for members of a certain religious groupSpeech that maligns the disabled and their abilities to perform their jobsRemarks such as, Older workers are bad for business.Such language can reveal an employers unlawful bias and can be a clear sign of workplace discrimination if the employer is relying on those biases to make employment decisions.3. Unfair promotions or assignment of workIf less-qualified male employees are consistently promoted over objectively more-qualified female candidates, the employer could be engaging in an unlawful practice discriminating against women based on sex .Similarly, if male employees are consistently given better work assignments and are afforded more opportunities for growth and advancement than female workers, this too could be a sign of unlawful employment discrimination under Title VII.4. Unequal payThe Equal Pay Act requires that men and women in the same workplace be given equal pay for equal work. Title VII, the ADEA and the ADA also prohibit compensation discrimination on the fundament of race, color, religion, sex, national origin, age or disability, but do not have the substantially equal requirement.As such, situations in which men and women are not provided equal pay can be a sign of workplace discrimination. This applies to the other protected classes, as well. For example, if older workers are consistently paid less than their similarly-situated younger colleagues, or where African-American employees arent compensated as well as their Caucasian counterparts, this can constitute unlawful discrimination.Of course, while there are several factors to consider in assessing whether a pay disparity constitutes employment discrimination, it is a sign to watch for when you suspect workplace discrimination.5. Assumptions regarding an employees plans or abilitiesAssumptions regarding an employees plans or abilities can be another sign of workplace discrimination. Some examples of these assumptions include an employerAssuming a pregnant worker will not return to work after maternity leaveAssuming a pregnant worker will not be interested in taking on new projects during her pregnancy, or assuming she will be unable to perform her current job duties (These decisions are for the pregnant worker and her physiciannot her employer.)Assuming an older worker is automatically going to retire at a certain ageNot only can these assumptions be unlawful, but they can also reveal employers unlawful bias. As such, they are important to watch for if you believe your workplace is discriminatory.6. Disparate application of di scipline or policiesIf an employer routinely disciplines female workers for conduct it permits male employees to engage in, this could be a sign of sex-based discrimination.Similarly, if an employer enforces its attendance policy against employees of a certain protected class, and regularly permits employees outside the protected class to violate it, this too can be an example of workplace discrimination.7. RetaliationRetaliation for engaging in protected activity is prohibited by law. Protected activity is the activity an employee engages in when they exercise their rights under Title VII or one of the other workplace discrimination statutes.Protected activity can take several forms, including (but not limited to)Filing a discrimination charge or lawsuitServing as a witness in someone elses employment discrimination charge or lawsuitParticipating in an agency or employer investigation of discrimination or harassmentComplaining directly to an employer about unlawful harassmentReques ting a reasonable accommodation for a disabilityRequesting information on an employers anti-discrimination policiesResisting sexual harassmentWhile employers are permitted to discipline or terminate employees for non-discriminatory reasons, even when they have engaged in protected activity, employers are prohibited from targeting employees because of their protected activity.They alsocant engage in any conduct intended to dissuade an employee or employees from engaging in future protected activity.Where an employer doesengage in such conduct, this can be a clear sign of workplace discrimination.Some examples of unlawful retaliation for opposing discrimination includeTerminating an employeeSubjecting them to increased scrutinyFormally disciplining the employee or issuing a negative performance evaluationGiving the employee less desirable job duties or transferring them to a less desirable positionThreatening or harassing the employeeWhat are the types of discrimination the EEOC prohi bits?The EEOC prohibits discrimination against the following classificationsAgeDisabilityEqual Pay/CompensationGenetic InformationHarassmentNational OriginPregnancyRace/ColorReligionRetaliationSexSexual HarassmentHow do you prove discrimination in the workplace?Whether its racial discrimination, gender discrimination, sex discrimination, age discrimination, religious discrimination or any form of discrimination, unfair treatment is illegal. And, while spotting workplace discrimination can be difficult, knowing these signs can help. If you believe you are the victim of employment discrimination, you should document any examples you notice and contact an employment rights attorney who can help you navigate the world of employment discrimination law.--Candace is a practicing attorney, working parents advocate, freelance writer and proud mom. Her legal practice focuses on workers rights. She can be found writing about law, motherhood, and more on her blog asThe Mom at Law.