What ranks the highest on your priority list? Your sales figures? Your employees?
Yes, these are vital to your business success, but without happy customers you won’t have sales and you won’t need employees to do any work.
So, we want to help you get customer service right. Often, this gets bumped to the bottom of the list because the department doesn’t always result in turnover.
This approach is wrong: Your department is only part of your customer service process. Ideally, your entire business must be customer centered.
And if that sounds a bit daunting, relax. We’re going to make it easy for you. Below we list the six most important features of quality customer service. If you can get this right, you’ll have smooth sailing and many customer smiles.
You may incorporate many features, apps, forms and processes in your customer service. Managing all of them can be overwhelming and even unnecessary. If you feel it’s putting too much strain on your staff, focus on the moments that really matter:
These times are so vital because human nature forgets most of what happens in between those moments. You’ll have them coming back for more if you can impress during those timelines. So determine all the factors at play at the start and finish & see if you can manage them more effectively.
We’re all so quick to state our innocence. You may think you’re protecting your brand if you don’t admit to mistakes, but it has quite the opposite effect. When customers publicly—or even in a private message—tell you about their complaints it’s time to own up and listen.
The good news: Get this right and an unhappy client may become a loyal follower. People appreciate being heard and seeing change come from their actions.
The secret is to have a policy in place which helps employees (all employees, not only your customer service agents) manage a situation well:
When you’re known as someone who considers its clients’ concerns, you’ll attract more business than trying to be perfect (and of course failing miserably).
An added bonus: When you have this type of conversation on your Facebook page and others see it, they’re bound to trust you more that your competitor down the road. Therefore, unless someone seems very vindictive, don’t instantly delete or block negative comments. It’s not even necessary to always take the discussion private.
Important tip: You need to train your staff in these matters so everyone automatically uses the same approach. An understanding culture is built over time; it won’t appear instantly.
The matter above also begs the question: Do you even consider your clients’ opinions? Part of your policy must include platforms where you ask for feedback:
But asking isn’t enough. As with responding to negative comments, you’ll benefit from the fruits of the feedback process if you act on it:
Your response (not the paper or online poll) proves that you listen to customers and that’s what impresses: Listening, not feigned interest.
Here’s the truth: Much of your customer interactions happen via digital and technological means, right? How is that working for you? Many people fear it makes businesses seem remote, uncaring, clinical and distant. These characteristics don’t draw customers, as humans are designed to respond to personal, humane situations, rather than clinical ones.
Can you add the personal touch they’re looking for? A few practical tips should help you create a new approach and culture:
Small changes can make a huge difference and draw clients back for more.
There’s a reason why products such as Serfy is quickly becoming more popular than before: You function in a technology driven world and that resource is the only way you’ll impress your clients:
These are just some of the benefits you’ll love. But why so important? Because in your clients’ modern day living, these characteristics have become non-negotiable from service providers and businesses. Prove to them you’re worth coming back to.
We already mentioned the aspect of empowering your employees to get this aspect right. Remember: What seems logical to you isn’t second nature to everyone. To ensure your employees act according to your policy, intense training is required. Therefore, creating the framework for customer service isn’t enough: Make sure your team will use it according to your customers’ preferences.
Ready to create some smiles now?