Customer service is a vital aspect of any business, and it’s something that should be embraced by every employee within a company. Getting to that point where you’re offering a consistently brilliant service isn’t easy, though, and it requires leaders to take active steps.
With these five tips, though, you can help take your service to the next level and make a big impression on your customers.
Consistency Throughout the Business
It’s hard to underestimate the impact of a negative experience. If your company is mostly giving great service, but every once in a while still throws in horrible customer service, then this is going to alienate a lot of people. You’re only as good as your weakest link, and if there’s one area that’s not up to scratch, then it’s going to drag the entire business down.
People expect good customer service, which means you can do it well 9 times in a row, but if the tenth time is really bad, it’s going to have a big impact.
Training is Key
Customer service is an art, and it needs to be practiced. Sure, it comes more naturally to some people than others, but there’s no reason why everyone can’t offer a top-level service.
We see in some industries where it’s almost like people with certain job titles get a free pass from customer service, but this shouldn’t be the case. Everyone should be trained to offer the best possible customer service and work together to create a great customer experience.
Offer complete convenience
Make it as easy as possible for people to get in contact with you. People want a streamlined system where they can quickly ask the questions they need to ask and get on with their day. This is were companies like motor trade insurance set themselves apart – they offer pure convenience for businesses to sort out their motor trade insurance with complete flexibility for each customer, understanding that everyone is unique. You need to strive to offer just this if you want to become the best in the industry.
If you make it easy for people to contact you, you make it easy for them to buy from you, and you make it easy to become a repeat customer.
Be Responsive
There’s no point making it easy for people to get in contact with you if you’re going to take a long time to respond.
If you’re a smaller company, then it’s not always easy to get back to every query immediately, but automation can help. You can set up chatbots which can deal with the most frequently asked questions, and at least acknowledge people’s message and give them a timeframe for when you might be able to respond.
Make the Service Personal
If you’ve gone to the trouble to contact center reporting, you want to feel like they at least put some effort into answering your question.
When you get a response that feels like it could have been sent out to 1,000 other people, though, and doesn’t really address your problems, it doesn’t feel great. Sure, we’re just one of potentially tens of thousands of customers, but we do want to feel valued, and personalization is a great way to do this.
