Regardless of the sector that your business operates in, customer service should remain top of your company’s key priorities. Remember, that poor customer service could see you lose potential clients and even damage relationships that you have with current suppliers or long-standing customers. Customer service, be it via phone, email or instant messaging services, are the first point of contact that clients will have with your firm, so it’s essential that you provide them with a positive and memorable experience. Be sure to treat your customers as you too would expect to be treated, and try to emulate the experience that you receive when visiting your favorite store or buying a product from your favorite brand.
Take time to listen
Listening is essential to improving your customers’ overall experience, after all, no one wants to be talking to an operator who they feel isn’t even interested in their problem or complaint. Remember that any customers won’t care about your feedback; they just want to have the opportunity to share their experiences with you. When providing training for your customer service team, make sure that they are prepared and ready to listen, even if that can lead to difficult conversations at times. Listening is vital for providing your customers with the solutions that they need, plus, you will find that your overall feedback scores improve too if you change your tactics.
Reduce wait time
Any customer will understand that you only have so many employees in your customer services team, but nobody likes being kept waiting. Put yourself in your customers’ shoes for a moment and remember just why they are calling. Chances are an error, or a damaged part has spoilt an important occasion, made them angry or upset and even slowed or prevented a delivery. So, if customer service truly matters to your firm, then you need to start reducing wait times. Begin by tracking current wait times to calculate your company’s current average, and then pledge to reduce this on a weekly or monthly basis. Online tools including excelsemipro.com can help you to improve your knowledge of Excel so that you can track your progress. Seeing your results and improvements in a document will motivate your employees to work even harder to make a change for the better.
Customers don’t want to talk to a robot or an employee who just plays by the rules. They want to speak to an agent who is personable and open to helping them with their issue or complaint. Sure, you have certain standards that need to be met, but it’s vital to be ready to show some flexibility if needed.
Customer service is key to the future of any business. Remember to take the time and make an effort to listen to your customers, try to reduce wait times and ensure that your staff is personable and attentive. By making these small changes, you will not only notice a difference in how your company is perceived, but you may even gain even more customers also.