How to improve customer service
7 tips to put into practice right now!
7 tips to put into practice right now!
Customer service is one of the most important departments of any business since it deals directly with its public, the main asset.
For this reason, many entrepreneurs are constantly looking for ways to improve customer service through new strategies or by using tools with this goal.
Would you like to know how to improve customer service in your business? Check out the 7 tips we’ve listed below:
Quality service demands solid work from the staff involved in the sector. Therefore, it is essential to train and make the customer service team aware of its own importance for the success of the entire business, both when making a sale and in after-sales scenarios.
Customer service employees should be well-trained and know their roles have the power to dramatically increase conversion rates, thus ensuring growth in sales and an increase in profits.
A team unprepared to deal with the public can make a difference in a negative manner, which results in complaints, loss of profits and other serious problems.
There’s nothing worse for consumers than slow, inefficient and problematic service.
The image of phone plan providers, for example, has a blemished history due to overall poor service.
Thus, improving customer service means finding faster and more accurate solutions, quickly identifying the problem in order to provide information that will solve the issue.
Service as a support tool is sensitive regarding this point, because consumers already feel vulnerable and impatient about the issues that affect them.
As we explained in the previous tip, support services usually take place in situations where customers are feeling uncomfortable and looking for help to solve a problem.
In this sense, it’s quite common for staff responsible for this contact with the public to face situations where flexibility and patience is crucial.
Thus, knowing how to use psychological techniques to convey calmness and serenity to customers can help clarify the situation, speeding up the professional’s understanding in order to find a quick solution.
Creating conflict with a customer is an extremely unpleasant situation that must be avoided at all costs. It can only result in loss for the business, since this customer’s criticism will tarnish the company’s name, especially on online forums and platforms specialized in complaints, such as Yelp.
Traditional customer services conducted over the phone, is still one of the most widely used channels for various types of businesses around the world.
However, this logic has been changing rapidly.
Phone calls are being replaced with internet solutions, such as messaging apps, chatbots, and social media.
In this sense, improving customer service is a task that requires the updating of communication channels your business uses with your audience.
Nowadays, a brand not having at least a website and a Facebook or Instagram profile is considered inadmissible.
These platforms work as an exclusive customer service channel, thus allowing greater flexibility and convenience for the audience, especially when a short delay in consumer service may result in great dissatisfaction.
When serving customers, professionals need to demonstrate confidence regarding their knowledge, because consumers will perceive them as authorities.
This means that it’s essential to convey, in the information and speech patterns, an attitude that is capable of solving, without hesitation, any type of problem that customers might have.
A confident server that is dedicated to providing the necessary assistance to customers is capable of winning their attention and even their admiration.
Besides these characteristics, being nice and helpful is a trait that professionals can work on in order to keep improving their service.
The last thing customers being served want to feel is that they are being “jerked around.”
Nowadays, everyone knows or at least has a good idea of the fact that the work performed by customer service professionals follow a manual that addresses most of the questions asked by the audience.
Therefore, whenever the customer service is about a subject that goes beyond what is covered in the manual, the professional must be sincere and transparent with customers, asking them to be patient so that the issue can be solved by someone who is specialized in the subject.
If the issue cannot be solved instantly, the server can adopt the same attitude and promise to contact the customer soon.
This attitude can and should be used in situations in which a customer’s explanation isn’t clear. Thus, if necessary, it’s essential to ask them to explain the situation again and provide as many details as possible.
This type of momentary nuisance is much better than extending a customer service situation that started without all the information possible, at the risk of becoming a waste of time for both parties.
Therefore, confirming all information about the problem in question is essential before proceeding with the customer service protocols.
It isn’t always possible to meet customer requests as fast and effectively as they want. In many instances, the problems addressed require a solution that takes longer, which may create initial dissatisfaction.
However, whenever possible, it is very important to make everything clear for customers regarding their requests, making them aware of the processes and steps to be taken next, and consequently, allowing for a better understanding by both parties.
Thus, as difficult as the situation might seem, this type of attitude strengthens customer satisfaction, which must always be the focus of the customer service relationship. This results in positive evaluations and a better positioning of your business regarding the audience’s perception.
In order to improve customer service, good interpersonal relationship skills are the most important for any professional.
However, you’ll notice that it isn’t always possible to satisfy all customers. But don’t think that one slip up is the end of your business. You can always use a bad experience to improve.
You aren’t sure how to do this? We’ve listed 13 tips to help you deal with dissatisfied customers. Make sure you read it!