Compared to your competitors, your company will enjoy more customer loyalty, market leadership, and recognition if it improves customer service. While you may already be providing good customer service, there will always be room for improvement. Imagine the impact going from good to great will have on your business.
A company that improves its customer service and makes it easier for employees to deliver this high quality of service will stand out from almost everyone else in the industry. In fact, customers will not even mind paying premium prices for its products because it will be perceived as more than worth the value.
Here are 4 ways to improve your company’s customer service:
Provide quicker service.
While human beings can do many wonderful things to build customer relationships, sometimes customers just want quick results. A customer who calls into customer service may just need basic information: They may, for instance, just want directions; or to make a payment; or to check an account balance, or maybe they just want to reset a pin number. IVR Software – Interactive Voice Response software – can help them immediately rather than forcing the customer to wait for a live agent to become available.
Improve customer experience at your location.
Although many companies are cognizant of the value of providing great customer experience, many businesses fall short on delivering customer satisfaction.
In fact, it’s a common experience for many customers to be served by indifferent waiters at restaurants, bored sales clerks at cash registers, and impatient managers when trying to resolve a problem with the product or service. Consequently, customers are delighted when they go to a restaurant, store, or office where they are given all the help they need in a pleasant way.
A company that is interested in providing better interactions between staff and customers will quickly stand out from other businesses in that industry.
Help customers solve their problems.
A customer support team that understands its customer base will increase customer satisfaction. The level of support a customer needs will depend on the industry.
A customer who calls in for a pizza place will not need much help deciding toppings for their order, other than a list of options. However, a customer who calls a web-design firm for help with how to use the back-end of their new website requires far more extensive support. One customer may be tech savvy enough to follow an online video tutorial. Another customer may be baffled by the video tutorial and need clear step-by-step directions.
A truly customer-centric organization will have different customer personas to help their customer support team recognize the various ways they can help their customers.
Match personality to job description when building your customer service team.
Generally, speaking, employees can be divided into two distinct groups: those with technical expertise and those with people skills. While most people have a little of both, they tend to lean more toward one. When recruiting people for customer service positions, hiring someone with high technical skills but low people skills is a bad idea. Hiring people who have little or no soft skills is not a good way to help customers remember your business.
Build emotional bridges with customers.
Here is an outstanding example of what it means to build an emotional connection with customers from an article in Super Office, 7 Ways to Create a Great Customer Experience Strategy: “One of the best examples of creating an emotional connection comes from Zappos, when a customer was late on returning a pair of shoes due to her mother passing away. When Zappos found out what happened, they took care of the return shipping and had a courier pick up the shoes without cost. But, Zappos didn’t stop there. The next day, the customer arrived home to a bouquet of flowers with a note from the Zappos customer service team who sent their condolences.”
Internal Benefits of Providing Great Customer Service
A company that takes pride in providing customers with excellent service will also experience internal improvements as it strives to live up to its image as a top service provider. It will, for example, attract more of the top talent eager to work there, avoid getting dragged down in industry-wide cost cutting wars, and create effective marketing campaigns based on its abundance of glowing customer reviews.