4 Areas Your Customer Service Representatives Should Improve - Taking You Forward, Inc. - ContactCenterWorld.com Blog
As a businessman, you keep track of your sales day in and day out. They say not everyday is a good day and this could very well define the stats of your business. For your products and services to sell really well, there are a number of factors to consider – marketing strategies, uniqueness of the brand, its presentation, and so on. When everything has been done top notch, you wonder why sales are going down and why people are giving your business bad reviews. Then you actually see where you are doing wrong – your customer service is the culprit.
Because there are so many things to be done, you may have partially or completely turned over the management of your customer service to someone else – which should not be the case. Remember, customer service is as crucial as the important processes and tasks in the company. You should know how your customer service representatives are treating customers. Know that one misinformation and mistreatment will cost your SME business thousands of dollars in lost profits, if not millions.
It seems obvious that you need to remind your employees about their role as customer service representatives (CSR) – to provide excellent customer service. Your CSRs must improve on certain areas to improve their interaction with your customers, increase sales, and – for their part – keep their jobs. They should start scoring high (again) on the following areas:
- Patience – Your CSRs’ lack of patience is killing your business and hurting your brand reputation. For their part, their performance review. If your people are mishandling customer concerns, then they have no right to be mad even if they are at the receiving end of an angry customer. Provide training to employees who need help in developing their patience or enroll them in stress management classes, along with customer service skills retraining.
- Knowledge of the product – If your CSRs have less or no knowledge about how your product works, what kind of service would they give your customers? Schedule another round of product-specific training, and make sure they show up. They should pass demonstration exercises before they get sent back to the floor.
- Attentiveness – How attentive are your CSRs? How long does it take for them to understand what customers are saying or to solve complaints? They need to improve their attention to details, develop empathy, and beef up their listening skills.
- Communication skills – Do your CSRs butt in as customers are trying to finish their sentences? Do they send emails with poor grammar or incomplete and wrong information? Can they comprehend what customers are trying to tell them? Your CSRs need to be reminded on how to listen, when to speak up, how to speak clearly and without accent, and how to make communication easy, simple and error-free. Compel your CSRs to brush up on their communication skills.
Employees come and go, but customers stay, especially the few ones that bring in 80% of your sales, but regular customers or new ones, still are the lifeblood of your SME business. In return for their continued patronage, they deserve good service. You owe them the continued success of your venture, and your employees their job. Show your employees that you mean business. Allow them time to improve on their customer service skills.
If you are looking to improve your customer service delivery, why not contract a call center company that offers customer service solutions? If interested, call Taking You Forward, a fast-rising call center in the Philippines today.
Publish Date: June 9, 2016 5:00 AM
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