Getting the Best from Your Customer Service Team
One of the things that customers are most likely to remember is the direct interaction they have with your company, this is why customer service is such an important facet in creating a successful business! A strong company will already have great customer relationships. But a smart company will always be asking “How can we keep this going?”
One of the things that customers are most likely to remember is the direct interaction they have with your company, this is why customer service is such an important facet in creating a successful business!
It’s a well known fact that customers will stop trading with a company because a of bad customer service experience. A strong company will already have great customer relationships. But a smart company will always be asking “How can we keep this going?”
Here are some Ideas
Pick a Great Team
First, it’s important to make sure that your customer service team are the right people for the job, possessing attributes that will include, Empathy, Patience, Adaptability, Clear communication, Work ethic, Knowledge, and of course a Thick skin.
Upgrade Interactions
Attentive listening will make your customers feel heard, the representative might find that establishing a common subject of interest could make the relationship more human, thus endearing the client to your rep and ultimately your company. Consumers want to feel like they have access to real people. Giving them the personal touch and making sure they can reach you, will help them feel more valued and important members of a community.
Keep the Team Happy
Show your appreciation, a large percentage of employees said that they’re motivated to work harder when superiors show recognition of their work. While commendation works for most of the year, it could be an idea that the team understand there could also be a reward now and again for outstanding performance.
When a rep receives a compliment from a customer, another team member or manager who witnessed the interaction could write down the compliment and post it on an achievement board, of course, you don’t have to have a “We’re Doing Great” wall. It can be as simple as standing them up to show everyone that they’re doing a great job.
Provide a Way for the Team to Leave Feedback
Have a system whereby the customer service team are able leave comments on the way things are running. They may be able to provide ideas for improvements, or point out inherent problems that are going unobserved. Ultimately, they have their fingers on the pulse, because they are doing it all day long.
Try a Little Competition
If used carefully, a small amount of friendly competition can sometimes deliver great results for a team’s performance.
Look at the Opposition
Have your customer service team interact with other companies in your field, and evaluate the experience. What did they do well? What did they do badly? Can we do it better?
Set Standards
Have a clear set of instructions that includes the proper telephone salutation, as well as the amount of rings before the phone is picked up, and have a resource where representatives can find information quickly and effectively. Regular training is also an efficient way to ensure that your customer service team is up to scratch.
Knowledge is Power
Your customer service team should know your business inside-out, including the most up to date offers and promotions, not forgetting the latest product developments.
Don’t overlook the importance of customer service for your business. Good customer service will improve customer loyalty and drive customer retention
