building customer support

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Tech support
I have been tasked at a small company, to cunstruct a Customer Support department from the ground up. The company will be using SafesForce.com as a CRM and Case Management system. Besides documentation, what are the main points I should be focusing on? thanks

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The first point to consider is who your customers are. The whole of giving customer service is to supply a service that fits to their needs. So to start off define your customer’s needs. Ask some of them and what they would to see.

After you looked at this you will then need to define the skillsets neccesary to provide that service. From that you then know what type of people to employ and you can let them know what is expected of them.

Procedures would be a good next stage. Design the expected work-flow and performance monitoring. You can always fine-tune this as you got by working with your new staff and getting their input.

From there is all depending on the business and service type but the above is a good place to start building any service support group

Good luck

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