A few weeks ago, we asked a bunch of consultants and marketers from lots of different industries to weigh in on the most useful advice they could think to give a small business. (You can check that out here.) We’re back today with a few more gleaming nuggets of customer service gold, just for you. But first, a few statistics just to put things in perspective: Customer service can make or break your business.
Happier employees mean happier clients. Empower them with the authority and the tools to improve their client experience and watch employee (and client) engagement soar.
Lori Lite, Actualize Consulting
Test anything that you may be assuming as to it’s accuracy. Assumptions can narrow our perspective. Test each and every assumption to gain clarity and create a conversation that is open to all possibilities.
Kathy Taberner, Institute of Curiosity
Provide an easy way for customers or clients to give feedback: we welcome client feedback with open arms. No matter what your business is, there are always ways to communicate.
Jenna Erickson, Codal
Provide a Welcome Packet. This should detail your contact info, method of communication and best hours to be contacted and timelines discussed. Expectations of both parties should be clearly outlined.
Nancy Ganzekaufer
Be a secret shopper from time to time. See how an interaction with sales or customer service plays out. See what happens when you push back a little in the process and how your team responds.
Suzanne Brown, Mompowerment
When in doubt, overcommunicate. Especially at the beginning, when you’re still building the relationship.
Paige Arnof-Fenn, Mavens & Moguls
Let your customer choose their preferred communication method. You may infuriate a customer by calling them back when they emailed you first. Keep your replies channel-specific.
Terese Kerrigan, FreightCenter
If your customers face difficulties in contacting you, it’ll be unquestionably bad for your reputation. You must provide channels through which your customers can easily and instantly contact your customer service desk.
Andrei Vasilescu, Don’tPayFull
Once again, you’re welcome. Hope you learned something.
Source: https://www.patlive.com/blog/more-customer-service-advice-from-small-business-consultants/
Publish Date: August 3, 2018 |
| 1.) |  CrankWheel Screen Sharing CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents. CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform. Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out. The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client. Features: - Screen sharing - Agents can hand control over to the client - Warm lead capture widget that alerts the sales team instantly of an intere... (read more)    |
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