Customer service is one of the most important aspects of your business. Having good customer service will increase your sales by creating repeat customers and fans of your business. Your job needs to be to exceed the customer’s expectations, every time.That is why most business experts always tell you to under promise and over deliver.
If you give more than your customers expect, even if a mistake has been made, you’ll find that your clients remain happy and continue to be customers. You, as a manager can start with empowering your customer service agents to address customer’s issues.
What Aspects Of Customer Service Is Your Team Probably Getting Wrong?
1. Worrying About What Vs. How
Believe it or not it matters little what the problem is, but more in how your team handles the problem. Mistakes happen, it’s part of life, but how you rectify that mistake is what the client will remember forever. For example, on my birthday my husband took me to our favorite restaurant for dinner. It was a night of errors.
Our appetizer was never delivered, we had to ask for bread, and refills were slow in coming. I voiced my concerns with the waitress about our appetizer and before you knew it the manager came to speak to us. He apologized and offered us a free appetizer tonight, plus one next time we come in and I got a free dessert!
Was the service lousy? Yes. Absolutely. But will we go back? Absolutely! Not once did the manager or waiter say that they had a busy night, or that the waiter was new, or make a single excuse for the issues. He just wanted to make it right. He succeeded in our eyes and we had a lovely evening.
2. Not Listening To The Client
For a customer, how they see the issue is more important than how you see the issue. That is why it is important to always listen to the complaint. Your customer service professionals should be trained to listen to the entire complaint and also to ask what can they do to help make it better. Usually the client is happy to let you know what will make the situation better.
In today’s social media environment it is also important to realize that any dealing with a customer can wind up the next most shared social media event in history. What could have been a very small issue could turn into a very costly issue. It’s much more important to deal with the client’s perception than your perception because, after all, perception is reality.
3. Agents Not Working Together
Today with all the various technology available all customer service agents should be able to collaborate on various client issues. For instance, each time a client calls, the agent should be trained to type into the online system the complaint, the problem, and what they did to fix it. That way if the customer realizes later that the issue is not resolved, they don’t have to repeat the entire story over and over again.
4. Not Empathizing With The Customer
Customer service professionals need to be trained to relate to the customer. If the agent shows no empathy at all to the issues the client is going through, the client will feel mistreated and misunderstood. Once your agent shows empathy the anger and upset feelings the customer has will usually go away. A simple “I totally understand how you feel, that must be frustrating”, will go really far in turning a complaining customer into a lifelong fan.
5. Not Apologizing To The Client
Customer service reps need to have the power to apologize for the company and seek to remedy the situation by offering something more to the client. Giving the customer something extra that is free of charge to them, but that shows you want to make “it” right, even if it was a misunderstanding, or not your businesses fault, will go far in creating good will. In the rare case that the customer is out of line, it still won’t hurt to just give them a freebie, and move on. You end the issue, and don’t need to escalate it further.
6. Not Using Technology Efficiently
Today there are so many types of technology that there is no reason why your company should not have the best technology for dealing with customer service that you can afford. The cost will be offset by the loyal customers you’ll create by having topnotch customer service. There are many types of customer service software on the market that will make even the smallest business experts in client care.
7. Blaming The Customer
We all know the saying, “the customer is always right”, but most of us don’t agree with it. This is a serious problem getting in the way of providing excellent customer service to clients. We need to get back to the days when the customer was always right. Outside of out and out theft attempts, a customer with a complaint needs to be heard, and your business needs to take responsibility for it. If your customer service agents are empowered with the ability to solve issues before they escalate you will see a huge return on your customer service investment.
Best Customer Service Apps
Zendesk
Everyone needs a little “Zen” in their lives and with Zendesk you’ll get it everyday. Popular with businesses of all sizes thanks to strong language support and excellent customization flexibility.
Adding to these is the fact that it’s easy to use, no wonder more than 40,000 businesses the world over rely on it.
Able to be used by as many customer service representatives as your business needs, Zendesk is the go to app for Customer Service.
Freshdesk
Keep your customer service reps motivated with Freshdesk’s unique gaming feature, combined with a simple interface and user-friendly ticketing system.
With Freshdesk you’ve got an all in one customer support package featuring email, social, mobile and chat- based customer support ticketing. Fully customizable with an incredibly user friendly interface.
You can even brand your customer support portals with your own logos and themes and if you are so inclined you can code (CSS AND Javascript)
Desk.com
Easily one of the best customer service apps currently doing the rounds. It’s a multi-channel customer service app that makes dealing with requests via email, social media, phone and chat a breeze. Depending on customer demand you can add agents as needed.
Being a Salesforce App you can nurture relationships by using the excellent customer history and data available to you. With Desk.com you can really get to know your customers, building on the developer’s knowledge in customer data collection.
7 Things Your Customer Service Team Is Probably Doing Wrong
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