Are your customers happy with your customer service?
Whether you are a small running startup or a big sized business, you know customers are the most important people in any business. Customers are the resources on which your entire business revenues rely upon. It is the utmost responsibility of you to provide them the best services.
Getting customers is easy but the difficult part is to keep them for the long term. Customer service directly hinges upon customer satisfaction. They will never be satisfied if you cannot provide them the best customer services. Customers not only look for perfection in product/business but also for what kind of reviews and reputation you have built up in the market for your customer services.
Customer service today has developed to include many services like face to face interaction, text/email updates, live video/chats, customer support lines, CRM systems and much more. You must train your employees properly to provide the best services to your customers by creating, building and retaining a better customer experience.
If you really want your customers to experience the best customer service provided by your company then you must go for these tips.
Let us have a look….
Hire the Right Employees
Customer service entirely depends upon the people they have behind the scenes. Select the candidates that will be perfect for your customers. Look out for skills like soft communication with a positive tone, people who can think on their toes and are naturally empathetic. Hiring irrelevant employees may not be good for your brand and can incur you a loss of losing customers.
Look out for Peak Hours
You need to pop out the peak time when you get the maximum calls/emails for customer service and need to be prepared to handle that much peak volume. Every company has different businesses in a different location so the time zone may vary. Your responsiveness must be the best at these peak hours as it is the best way to achieve maximum customer satisfaction. If your company and customers are situated in different time zones, then you should build a team or outsource your customer services so that your customers can have instant solutions to their problems, whether the problem is simple or complex.
Don’t rush for every channel
Your team may prefer to resolve the issue via different channels as much as possible. But you need not compromise the quality of your service in the name of quantity. Having too many channels is good but only if you can manage them all. It is not mandatory that you need to offer customer service with every channel like social media, email, phone, messages, or online chat. You can choose the channels according to your resources and employee capability. Choose Quality, not Quantity.
Train Your Employees
It is very important for you to train your employees and let them know how to handle customer calls. They must have in-depth knowledge of your business and should know the ifs and buts about it. Your employer’s first priority must be to resolve a customer’s issue. Develop soft-spoken skills within them so that they don’t sound offensive while taking customer’s issue. They must first listen to the customer, after that wait, think and then respond back. Always be open to issues that your customers face. After resolving their issue, follow them up. Keep your words, have high standards and make the responses quick.
Build Trust by Being Transparent
It is very important to build transparency with customers so that you can have a trustworthy relationship with them. Your trusted customers will not go anywhere if you’ll build a good relationship with them. A loyal customer also helps you to bring new customers with their positive feedbacks. Always answer each and every query of your customers by which they won’t be able to question your business policies and ethics.
Over To You:
Can you think of more tips to provide excellent customer service experience? Please share in the comment section below.