Small businesses place a high value on the creation of new products, as well as the sale of existing ones. Salesforce conducted a study that found that nearly half of customers would stop doing business with an organization if they had a bad customer service experience.
By ignoring your customers’ needs, you risk losing 50 percent of your customers.
With so much competition, poor customer service is out of the question. The best time to start is right now, if you’ve been thinking about it.
- Knowing what you’re selling is important
- Keep things in perspective
- Hone your skills and knowledge
- Improve your ability to empathize with others
- Commit to better yourself
- Examine the data gathered
Knowing what you’re selling is important
Employees in customer service departments who are knowledgeable about the products they sell are a huge asset. Dealing with a customer service representative who is unable to answer even basic questions about a product is the epitome of aggravation.
Customers expect customer service representatives to be knowledgeable about the products they sell and to be able to quickly connect them with experts who can answer their questions in greater depth.
Keep things in perspective
In order to provide excellent customer service, you must avoid confrontational or confrontational situations. Make an effort to find common ground with the customer if he or she is particularly combative (as long as they are not unacceptably abusive).
Instead of relying on email or live chat, this can be done more easily via phone or video call. It’s a win-win situation for everyone involved: the client and the firm.
Hone your skills and knowledge
Staff should be able to use a variety of information systems, including live chat and ticket workflows, in addition to being familiar with the product itself. Automate your processes to make them more efficient and to keep the skills of your employees up to date. A person’s skill set improves as their time spent solving client problems increases.
Improve your ability to empathize with others
Putting yourself in the other person’s shoes and feeling what they are going through is the only substitute for empathy.
Customer service is a lot more effective if you can put yourself in their shoes and think like them. As a result, customers are more likely to be satisfied with the product because they are more willing to wait for it.
Commit to better yourself
You can always improve your customer service, even if you’ve already got it down pat. If this isn’t done, atrophy may result. What are some of the ways in which you do a great job of interacting with customers? What can you do to raise the overall standard of your group? Come up with specific strategies to improve the performance of your team using the data you’ve collected.
Examine the data gathered
The best customer service can only be provided if you are aware of your own performance. Regular monitoring of your team’s performance can be accomplished using metrics such as average resolution time and customer satisfaction score.