Each year, companies in the U.S. lose around $62 billion because of poor customer service. This fact alone should be enough to encourage you to act and take steps to improve the customer experience you provide.
Today, there are countless technologies you can implement, from chatbots and voice technology to AI and machine learning to help improve the experience your customers have. Keep reading to learn more.
Every customer service call involves a real person who has a concern or question that needs to be answered. The person calling wants to feel understood, heard, and offered a solution. Engaging in active listening is how you can improve the experience customers have.
Approach every conversation with the goal of wanting to learn something. Stay focused on the person talking. Once the customer is done, you can ask questions to ensure you know what they are saying. Be sure to finish the conversation with a summary of what you discussed to ensure everyone is on the same page.
When you engage in active listening, you possess the ability to become a much more effective customer service agent. It will also help to improve the relationships you have beyond the office.
Bad customer experiences, at any point in their journey, can ruin the interaction and relationship. Along with ensuring your customer service agents have the right skills, you need to ensure they are being used consistently. Be sure to pay attention to the customer touchpoints but also gain a comprehensive view of this. If you fail to do this, lapses in service may hurt your business.
Providing unique customer experiences is essential if you want people to trust your brand and purchase from you. According to one study, approximately 79% of consumers want to do business with brands that show they care.
It’s also important to remember that customer experience has a huge impact on customer satisfaction. It’s expected to surpass product and price as the primary brand differentiator. This means it is a good idea to begin focusing on offering superior experiences to each client or customer you serve.
Empathy means you can understand how your customers feel and where they are coming from. While some people have this trait naturally, it is also a skill you can acquire. When you talk to a customer, try to see and understand their problem through the customer’s eyes and think about how they feel. This is essential in customer service because customers will be much more receptive if they feel like you understand them. Also, empathy will help to
de-escalate a conflict and build interactions that are much more enjoyable.
Regardless of how proactive you are, you still can’t get ahead of every customer issue that may arise. You have to make sure that you learn about all experiences your customers have. This is going to create a more accessible way for your customers to provide feedback.
It doesn’t matter if it is a phone survey after a call, an email survey, or a form on your site’s “Contact Us” page; providing your customers a way to give feedback will make it easier for you to figure out what you should improve. With feedback opportunities, you can keep unhappy customers from trying to post their displeasure on more visible places, such as your business’s social media pages.
Regardless of what steps you take in this regard, it would help if you remembered that customer feedback is important to overall satisfaction levels.
When it comes to improving your customer’s experience, there are more than a few things to consider. Be sure to keep the information here in mind to ensure your customers have the positive experience they expect and want from your brand. This is going to pay off and help build long-term relationships with your customers.
Publish Date: April 22, 2021 4:57 AM