Customer Service
25 Awesome Customer Service Tips That You Must Employ in 2020
Explore the tips to tackle customer service challenges of the new year.
Every customer wants an unbelievably good customer experience. Without a robust customer-centric culture, where the timely resolution of issues is the norm, a business leaves itself vulnerable to the wrath of angry customers.
But how can businesses ensure they get it right?
Check out these hot tips to give you an idea:
Customer Service Tips
1. Smile
Smiling is very important when delivering customer service. It acts as the first greeting. Smiles impact the tone of voice, so it can even be heard over the phone!
2. Use technology
Good customer support comes from mixing technology with a human touch. There are a number of tools and software programs available to enhance customer experience.
Live Chat provides an environment for support teams and customers to enter into in-depth conversations.
3. Maintain a positive attitude
There’s no substitute for a positive attitude. Enshrining this within company practice helps avoid conflict. Take Apple for example. A very specific set of employee guidelines detail a firm belief that a positive attitude is integral to good customer service.
4. A great last impression
According to an old saying, “If you don’t take care of your customers, then someone else will”.
Remember to leave the customer with a smile on their face. A simple ‘have a good day’ may seem obvious, but it can leave a lasting impression.
5. Offer a timely response
Rivals are always waiting to pounce and steal unhappy customers away from you. Keeping a smile on their face is vital, and dealing with complaints and queries efficiently does just that. To give you an idea of what that means, most customers think companies should respond to an email within an hour.
6. Correct customers the right way
The customer is not always right! They’re human. Maybe they have the wrong information. But when it comes to correcting them, the right approach is vital. Be understanding. Say you are happy to help. Remember you are educating them not arguing with them.
7. Apologize for any inconvenience
Straight out the customer support rule book. Whatever the issue, whatever role your company played, apologize to the customer. The credit card didn’t work? Say you’re sorry for the inconvenience. The product doesn’t work? The first step, apologize. 3rd party delaying a shipment? Apologize!
8. Listen to your customers
Success comes from listening to your customer: Richard Branson
From the very start, listen. Customers reach out to be heard, so hear them out. Don’t interrupt.
9. Provide incentives and rewards
Loads of businesses provide loyalty cards and memberships to their regulars. These rewards and incentives profoundly impact a customer’s view of your business.
10. Don’t waste time
“Wasting Customer’s Time Gets Them Angry”: Fola Daniel Adelesi, Author, a Management Consultant, and Public Speaker
When customers call you, they have a real problem to address, and they expect it to be addressed quickly. A sloppy, slow workflow will put customers off. Without a timely solution, there’s a danger they will look elsewhere.
11. There’s no place for “no”
Customer service agents speak on behalf of the business. When an agent says no, the business is saying no. No is never a legitimate final answer. Situations could start with a “no” or we “don’t know”, but as they unfold, the final answer should always be positive.
Instead, provide alternatives. If something is not available, find another viable option.
12. Act ASAP
We’ve talked about wasting a customer’s time, but what about wasting your own?
A timely resolution means:
- More time to concentrate on other things
- Freeing up resources to tackle the next issue
- Not wasting money and resources
- Not wasting the consumer’s time
13. Solve problems without redirecting users
Only 20% of businesses are able to solve an issue at the first opportunity. That means that 80% of businesses need at least 2 attempts!
This is simply not on. Customers expect a problem to be resolved in one interaction. Redirecting calls through better IVR options, connecting with the right people, and training your team makes this possible. Don’t condemn customers to be bounced around forever.
14. Train staff to understand and believe in your products
“Train people so well that they want to leave, treat them well enough that they’d want to stay”: Richard Branson
Clueless support agents are a customer’s worst nightmare.
Avoiding this means properly training your employees. Give them the confidence and tools to resolve any problem. Training and development programs must cover how to deal with issues, talk to customers, and resolve problems.
Before they can be expected to deal effectively with customers, an in-depth understanding of the product is needed.
15. Show empathy
Empathy is what will make your customer support team stand out. This understanding forms a strong basis for resolutions all parties are happy with. In a real-time environment, demonstrating empathy needs to be the default approach.
A certain phrase here and there can make a customer feel more at ease:
“I know how important the product is to you.”
“We understand your position and know how confusing it can be.”
“We know how upsetting this must be.”
Building rapport becomes much easier when showing empathy.
Head over below for additional tips.
25 Awesome Customer Service Tips That You Must Employ in 2020
Originally Published On Acquire.io
Written By Sawaram Suthar
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