Customer service is everything when it comes to running and growing a business. Give bad customer service, and you can lose customers, whereas good customer service can help you keep and even get new customers. That's why you need to make customer service a priority in your business, regardless of your industry or ideal customer. If you don't focus enough on customer service, your business could lose out on the perfect client or customer, and that can stunt your business's growth.
When giving customer service, you need to focus on the customer you are helping. Especially if you have a large company, not all your customers will have the same questions or needs. Personalized customer service allows you to focus on the specific customer you are speaking to or communicating with so that you can understand their needs and resolve their problems. Instead of saying addressing customers by sir or madam, an easy way to personalize the interaction is to use the customer's name. That will make them feel important and that you care about them and helping them.
Your business should always have at least two methods for customers to contact the customer service department. While a phone call can be an easy way to resolve problems, it's not always realistic for customers. If a customer is at work or in a noisy environment, they won't want to call. At the very least, offer a phone number and an email address for customers to contact with questions or concerns. If possible, consider offering a live chat service where representatives can answer questions over the computer. Think of different ways that your company can provide customer service, and utilize as many options as you can.
Whether you're providing customer service in person or over the phone, focus on the customer and avoid multitasking. If you're in the same room as a customer, maintain eye contact with them. That will show interest, and it can help you keep your attention on them and not your surroundings. On the phone, make sure that you give verbal cues to the customer that you're still on the line. If you have to pause for a second to look up their account, tell them that so that they know what you're doing and why.
It can be easy for customers to forget that customer service representatives are people, too, especially when representatives tend to use the same language over and over. While you want to answer questions and concerns professionally, you or your representatives should be personable. That doesn't necessarily mean having a full conversation, but sticking to a list of canned responses can sound robotic. It's important to maintain a human element when giving customer service as that can remind customers that your business is made up of humans that care.
If a customer service representative can't solve the problem, it's important to bring in the help of a manager. Managers can answer more questions or give more details, but the manager needs to understand the situation. There's almost nothing more frustrating for a customer than having to repeat their concern or question multiple times. If you have to ask for help from a manager, make sure you tell them what has happened so that they can help the customer without having to ask the customer to repeat themselves.
While this won't help improve the specific customer service interaction, it can help your business provide great customer service in the future. At the end of a phone call, you can set up a short survey asking the customer what they liked or didn't like about the call and how your business can improve. For emails or in-person interactions, you can send a follow-up email with the same questions. You can then use those responses to determine what areas are doing well and where you can make changes to give better customer service.
Even if you've given consistently fantastic customer service, there's always room for improvement. If you're the one providing customer service, keep asking yourself what you can do better. Use customer surveys to see what your weaknesses are. If you have a customer service team, make sure they receive ongoing training and updates on how to interact with customers. It's especially important to send updates if you have a lot of customer service representatives so that everyone can be on the same page and give the same level of service. A regular email reminder to your customer service staff could be enough to keep everyone motivated to help customers.
Great customer service is one of the factors that can make a good business great, and not having it can cause your business to fail. After all, a business wouldn't exist without customers, so they need to be the center of everything you do to run and grow your company.
Publish Date: February 26, 2020 7:00 PM