While defined SLAs provide clear guidelines for employees to communicate with customers, the benefits of SLAs aren’t completely one-sided. A carefully constructed agreement can also be leveraged as a resource by your employees for difficult conversations.
For example, many companies have that one customer that doesn't hesitate to follow up several times a day to check in on the status of their issue. When this happens too often, an SLA can be a key document in reaffirming communication guidelines. You can refer to the SLA and let the customer know that they agreed, in writing, to allow for a 12-hour response period for a non-severe issue. This reminder usually makes the customer back off, increasing productivity and improving staff morale.
Know more: SLA engineering
Rock solid SLAs go a long way in retaining customers – When evaluating your unique business-customer relationship, it’s important to remember that every customer you have has similar relationships across different industries. Because of this, you are constantly being compared and evaluated not only to your direct competition but also other companies that a customer works with.
One way to stand out from all other companies is by providing excellent customer service reinforced by rock solid SLAs. Take the time up front to negotiate these agreements so they meet your customer’s exact needs but are also fair to your business. Shining in customer service not only leads to happier business relationships, but it also reduces churn and increases your referral rate.