Customer Service Isn’t Just the Call Center
Customer Service Isn’t Just the Call Center
It seems that everyone has experienced customer service in one way or another, and with that comes at least one awful story. Perhaps you were put on hold for hours, had a rude customer, or were hung up on – whatever the story, there are numerous. However, for every bad experience, chances are there is at least one pleasant experience. Customer service is an essential component to having a successful business, and holds the power to customer loyalty. You could gain a client for life, or lose one forever, all depending on the customer service experience. In this article, we will go over the importance of good customer service, and give several tips on how to make a positive impression on customers.
Customer service builds trust
The most important thing customer service can do for your company is build trust with your patrons. We live in an age where a dissatisfied customer doesn't have to walk very far to find satisfaction elsewhere. Generally speaking, there is probably at least one other business that can provide the same products or services you do. Gaining the trust of your clients through quality customer service can carry customer loyalty right back to you, through thick and thin.
Satisfied customers also become your own brand marketers and advocates. When your customers are happy, they will show their happiness by spreading their brand love and loyalty through word-of-mouth interactions, social media, and other online outlets. When people talk about your business, it creates an awareness of your brand that is built on relational interactions. When customers trust you, their people will trust you. It's that simple. Create as many positive experiences as possible, and see it as an investment in the future.
Here are some tips on how to make your customer service as impactful as possible:
Practice active listening
Customer service is often about listening to grievances and finding a way to resolve problems. Active listening takes it one step further by creating a relationship of mutual understanding for both parties. Train yourself and others in customer service to listen as intensely as possible when the customer is relaying their message, and to only respond when they completely understand the situation. By doing this, the customer will feel heard and validated, and the issue at hand is clearly understood and can be fixed in a timely manner.
Always be honest with your patrons. They've put their trust in you and your company, and they are worthy of straight answers. It goes without saying, but you should care about your customers and their wellbeing; don't try to confuse them or shield them from the truth. They will see through it. Continue walking in transparency and always abide by your promises.
Go the extra mile
What makes a company stand out is one that goes above and beyond. When a problem presents itself, think of solving it as the minimal solution. Don't just offer a discount or future service, but be the company that follows up to see if the problem has persisted, or if they were satisfied. If it is in your power, make sure to do as much as you can for your customers, especially if something has gone wrong and your company is at fault. Taking that extra effort will not only show your customers they're appreciated, but it will also create a customer loyalty that could help in future situations.
Create an environment that is easily maneuverable and is efficient to work in. This will help your employees focus on customer service, instead of the stress of their surroundings. Create procedures for common problems that will arise and record as much of the customer conversations as possible. A well-organized company will be a more efficient company.
Know your audience. Know your business. Know how to react in all situations. Always pursue further education on your company. Research its history and past customer service practices, as well as your customers and their frequent concerns. The more you know, the more equipped you will be in future problem solving.
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