26 TH JAN 2018
Excellent customer service is the backbone of any effective company. It doesn’t matter how great a product is, customers are going to need support.
It’s important to provide an experience that encourages confidence while providing helpful answers.
Yet in many companies, customers and service reps alike find customer service a chore. It seems that few businesses take the time to invest in their customer relationships.
Establishing those relationships ensures great service and a happy customer! Ready to learn the secrets of providing great customer service? Read on for a few quick tips.
Customer service is, at the end of the day, all about the customer. And not every customer has the time to spend on hold, even if it’s just for a few minutes.
What’s more, customer service can entail some difficult language barriers that can be confusing for consumer and rep alike.
Give your customers options when it comes to customer service. Phone, chat, and e-mail options are great ways to show your customers that you value their time and preferences.
MAKE SURE REPS HAVE A GENUINE UNDERSTANDING OF YOUR PRODUCTS
Imagine that you just bought a product. You’re excited to use it, but soon you realize that it isn’t quite working as intended.
Frustrated and ready to get your product working, you connect with a customer service rep. After explaining your problem, you hear a few seconds of silence, followed by a few ‘Uhh…’s and ‘Um..’s.
The rep doesn’t seem to have a great knowledge of the product.
Don’t misinterpret this, it’s okay to not know every single thing about every single product. Even the most seasoned representative is bound to get stumped every now and again.
But building customer relationships through service requires extensive product knowledge. Properly train all representatives before letting them work support.
SAVE TIME BY CREATING A FAQ PAGE
Your customers’ time is important, but so is the time of your service reps. By creating an area on your website for frequently asked questions (also known as an FAQ), you can cut down on redundant support tickets.
Evaluate a dozen or so of the most common questions and provide an answer on the support page. It’s a simple implementation that ensures your reps have more time for genuine, quality customer service.
GREAT CUSTOMER SERVICE RELIES ON THE IMPORTANCE OF BUILDING CUSTOMER RELATIONSHIPS
When customers interact with a support rep, they want more than just an answer to their question. They want to connect with someone who is genuinely interested in providing quality service. After all, customers can tell when a rep is simply reading from a script.
Encourage all reps to be as genuine as possible and establish a genuine connection with the customer. Have them ask the customer about their day or sympathize with their frustration.
The importance of building customer relationships is one that cannot be overstated. And those relationships begin by fostering real conversations.
A lot of this will come down to hiring the right people. The ideal service rep is someone who is friendly, outgoing and empathetic.
Yes, part of customer service depends on your employee. But by only hiring the kindest, friendliest people, you’ll make sure customers have a truly great experience.
PRACTICE ACTIVE LISTENING
Have you ever found yourself in a conversation where you’re excited to tell someone about some exciting news, only to discover that they’re not really listening?
This is how your customers feel most of the time. People need to feel heard and understood to have a strong customer service interaction.
Active listening is one of the most important skills a rep can practice. But how does active listening differ from standard listening?
With active listening, a participant is fully engaged in what the other person is saying. They’re not just hearing them, they’re truly processing and understanding it. They’re dedicating their whole mind and body to comprehending the other person’s words.
It sounds intensive, yes, but it’s one of the most effective interpersonal skills out there.
Your reps are going to handle dozens of cases per day, and it’s understandable that their mind may wonder every now and again. But that’s no excuse for poor service.
No matter how frequently it’s said, it bears repeating: your clients’ time is important.
What’s more, your representatives’ time is important, as well, as the more tickets they get through, the more potential profit they bring in.
Make it a priority to respond to support tickets as soon as possible, especially via phone or chat. E-mail is a bit easier, as its asynchronous and allows for a bit more freedom, but all other forms of support should be addressed at the earliest chance.
Every customer service department, whether in-house or outsourced, is going to need some adjustments. And by asking your customers to fill out a quick survey, you can easily determine what needs to be worked on.
Now, there are two key challenges when creating an effective questionnaire.
First, you’ll need to ensure that the questions asked are encompassing and thorough. ‘Did you like your service?’ isn’t as helpful as ‘Did your representative demonstrate the importance of building customer relationships?’ There’s no room for vague questions.
Next, make sure that your questionnaire is brief and to the point. Once a customer receives support, they’re most likely ready to get on with their day. Try and keep the survey down to five questions or so.
GET THE CUSTOMER SERVICE YOUR BUSINESS DESERVES
It doesn’t matter how large or small a business is, every company needs a great support team. And Turtle Peak is dedicated to bringing you the absolute best of the of the best in customer support.
Get in touch today to learn how you can outsource your support for a better, more effective support team.