(Newswire.net — December 28, 2022) — Quality customer service is the biggest differentiator between you and your competitors. It makes you stand out in the market, even if you and your competitors are providing the same services. According to a Salesforce survey, 89% of consumers are said to continue doing business with a company after having positive customer service. These stats show the significance and impact of quality customer support. Also, you must have noticed it yourself, the key elements in the success of any business are often positive word-of-mouth or online recommendations.
On the other hand, if a customer has had a poor experience with one or two representatives, then they make sure everyone in their circle steers clear of the brand in question.
This goes to show the power a customer support department has over breaking or making any company. So, if you are planning to improve your CS department, then keep reading this article. Below are some of the effective tips to make your customer service one of the best in the market.
1. Understand the Needs of Your Customers
Thinking on your feet while solving the issues faced by customers can be done only if you try to understand the needs of your customers. Train your sales executive officers and agents to interact with the customers in a way that can help them in understanding what they are asking for.
In this regard, you can take pointers from Suddenlink since this telecom company goes to extra lengths to solve the issues of its customers. It provides an effective medium for non-native speakers to convey their queries or issue without facing any language barrier. Any Hispanic customer can contact Suddenlink Servicio al cliente and talk in the Spanish language, and the customer can trust the agents to understand them completely.
According to Salesforce Research, 63% of customers expect a company to know and understand its distinctive needs and what they expect from its brand. Hence, it shows the importance of understanding the unique demands of your consumers. Your company should tailor the policies according to the targeted audience
2. Empathize With Your Customers
Putting yourself in the shoes of your customers can help you in fixing their problems. If you cannot empathize with where they are coming from and how frustrated they must have been feeling, then you are probably going to fail at fixing their problems. While listening to the customers, pay close attention to what they are saying and what they are trying to convey. Look at the issue at hand from their point of view.
By doing this, you will not only be able to immediately solve their issue but develop a healthy relationship with them, which will turn them into loyal customers. And isn’t that the goal of every company?
3. Be Patient
A customer service agent comes across callers and customers of all kinds in a day. Every one of them comes with their problems or queries and some might be aggressive towards a product or service you offered that disappointed them. An agent, who represents an entire company, cannot afford to jeopardize the reputation of the said company by losing their patience.
If dealt with wisely, an agent can turn the tables and make an angry customer a loyal one within a few moments. It all depends on how the customer service representatives deal with them. Therefore, we cannot stress enough how important it is for your company to train the reps in the skill of staying patient with the customers. Once they master their control over their emotions, they can take your company to the highest levels of success.
4. Offer an Omni Channel Customer Service
In this fast-paced world, people don’t particularly have time to sit and call the customer service department of any company. They would much rather hit them up on social media or live chat or even talk to chatbots due to the convenience these channels offer.
In fact, according to Zendesk, 69% of customers prefer to interact with bots for simple issues they encounter, as opposed to calling the company every time a query pops up in their minds. Omni channel services or multiple channels of customer service are becoming increasingly popular, especially since COVID-19. Businesses are now enlisting help from different platforms to offer support to their customers. Digitalization and social media have made it easier for not only companies but also customers in solving problems instantly.
This is why consumers in general prefer a company that has more than one channel of customer support readily available, rather than those that only offer walk-in or on-call service.
The Bottom Line
Quality customer service is the backbone of any company. Hubspot reports, 93% of customers are likely to come back to the same business if they offer excellent customer service. This huge figure is proof enough for any brand to realize the significance of a customer service department. Therefore, if you have been looking for effective tips to improve your company’s CS, then check out the ones mentioned in this article.