Customer service is a major aspect of the business. Without it, or if it is severely lacking, the business will end up with a bad reputation and a declining customer base, especially with the increased use of social media where customers share both positive and negative reviews.
Word of mouth marketing is very popular, thus customer loyalty is crucial in generating new leads and sales.
It is essential to make new and existing customers feel valued and valued. Excellent customer service relationships attract customers to their favorite brands. Don’t let a bad customer experience ruin your business.
Here are 3 ways to take your customer service to the next level.
1. Keep quality consistent
The best way to measure customer satisfaction is through direct feedback from customers. You can do this by asking them to take part in a short survey at the end of each phone call and incorporating that into the call waiting process. Direct feedback will help your employees see the service they are providing through the eyes of the customer. This is also an opportunity for customers to praise the best performing employees and lift their spirits.
For example, something like a slow connection to client files or not having an expert to answer complex queries can lengthen call resolution times, but this can be resolved by offering the correct channel to resolve these issues.
2. Improve response times
Long waiting times are a major concern for many customers, especially if they have an urgent issue. Use KPIs to measure metrics such as average hold time, average call length, and number of calls processed per hour; This will help in assessing customer satisfaction.
Today, customers expect to be able to contact businesses through multiple channels. The need to quickly track and respond to customer inquiries across multiple channels increases the need for a unified channel of communication.
By combining several channels into one, you can quickly attract customers; This also helps ensure that all interactions are stored, viewed, and managed from a central location. This makes it easier to meet customer needs. By standardizing the different communications, you can make sure that all customers receive the same level of care and attention whatever channel they choose, and it helps cut down on bad communication and long waiting times.
3. Be nice
Always respond to all customer inquiries, whether positive or negative. If the complaint is genuine, skip submit “sorry” e-mail. Solve it as soon as possible and go beyond what a normal company might do, even though this can be costly.
Did the customer let down? Was the product below their expectations? Was there a delay in delivery? Give them a discount or coupon, call them and sincerely apologize. Good words spread about good deeds; If you care about your customers, they will recommend you to others and your company will grow.
