Investing in great customer service is the key to long-term success. However, one of the big questions is, what constitutes great customer service? Here are some things that create a world-class customer experience.
Extensive knowledge of a company’s product is key. Agents should be able to go over important features and who your customers how the product can benefit them. Once you’ve helped a customer get the most out of their purchase than they feel like they’ve gotten true value for their money. It also helps when an agent may need to troubleshoot.
A Positive Attitude Goes a Long Way
When interacting with customers, having a positive attitude goes a long way in provide world-class customer service. Having a positive attitude can change a potentially negative experience into a positive one. Since most interaction is not face-to-face, your tone of voice and language will dictate your attitude.
Also, be careful when communicating via email or over live chat. It’s easy to misinterpret the tone since the person can’t see you. You should use emojis to convey good humor.
Customer Experience and Prompt Response
Most people value their time and feel that a prompt response is the most important thing. Providing great customer service means responding to any inquiry quickly and efficiently. Getting back to your customers quickly is important, but they shouldn’t feel rushed and feel that their issue has been fully resolved. This especially should be the case for smaller issues that don’t take a lot of time to resolve.
Personalized Customer Care
Customers like to feel that they are treated as individuals and not just a ticket number. Technology is key, but can never replace personal interaction. Many customers will get angry if they receive scripted responses or being constantly being transferred to different people. It’s also important to ensure that your CRM is up-to-date so you not only know your customer’s names but also their birthday.
Allow Customers to Help Themselves
On the other hand, a customer may not want to talk to someone to get their issue resolved. The majority of customers try and take care of the matter themselves before calling a customer service representative. Putting answers to the most frequently asked questions on your website can also be a great resource. Having a self-service option goes a long way and can also save you money.
Listening to a customer goes a long way. You shouldn’t always assume that you know what your customer is going to say. Repeating the problem back in your own words also shows that you’ve heard what they have to say. This way you can actively solve the problem, instead of guessing.
Active listening also means that you’re in tune with your customer’s emotional state. This way you can tailor your responses and make the customer feel heard.
Customer Experience Means Always Deliver on Your Promises
One quick way to lose a customer is letting them down. Not keeping your promise also loses their respect and trust. For example, if you promise to call a customer back at a certain time, make sure you do it. If you are unable to fulfill your promise, make sure you’re able to make up for it. More often than not, customers will feel angry if you break a promise rather than grateful when you deliver more than you promised. As the old saying goes, it’s always better to under-promise and over-deliver.
Providing world-class customer service means going the extra mile. When customers feel like you truly value them, they’ll keep coming back. Sending them a small gift or giving them a secret promotional code will make them feel special and feel the need to do something in return, like refer their friends and family.
Besides going the extra mile, anticipating your customers’ needs before they can tell you them is very helpful. Sometimes a customer may ask for one thing and not even realize they needed something else. Anticipating their needs ahead of time will keep them coming back.
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Endicott’s expertise in the contact center industry can help you identify the communication strategies that will boost client satisfaction and retention rates. To learn more visit www.endicottcomm.com.