Customer service is a critical factor in any commercial success. That’s because consumers have the power now to either make or break a business.
If a customer isn’t happy with your product or service, there’s a very high possibility that they will share their experience with the world, either by word of mouth or online reviews.
The chances that people will take their word for it are high. Modern customers tend to rely on testimonials and reviews from those who’ve actually tried the product or service. Whether you like it or not, the fate of your brand is in the hands of your consumers.
Companies lose over $62 billion a year due to poor customer service. If you think you need to level up your customer service efforts, here’s where to start:
Upgrade your tools
Part of improving your customer service efforts is upgrading the tools you use to provide them. You might be missing a lot of calls because of an ineffective process or the lack of it. Get the necessary tools and technologies you need in order to ramp up your customer service efforts. Invest in a call transferring service so you’re sure to never miss a call from a consumer and to make the process more seamless and efficient.
Know your brand
The calls you’re going to receive will differ in a variety of ways. You might get calls from angry customers complaining about your product or service. But there’ll always be someone calling in to ask questions or clarify some concerns.
That’s why you have to know your brand. The more versed you and your employees are about the company, the better you can answer the questions of your callers. You can’t expect to give them a solution to their problems if you don’t know the answer.
Train your employees about the company and make sure everyone has a good understanding about the brand, its history, its products, and its services.
Because you’re relying on the phone to answer your caller’s queries and get your message across, you have to know how to communicate effectively. Otherwise, you’ll run the risk of being unequipped to address your caller’s concerns. That will just make them angrier.
Make sure you’re speaking in a clear, understandable manner. It won’t do to simply read from a script. You have to learn how to empathize with your caller and to communicate with them personally. Make sure they don’t feel as if they’re talking to an automated robot.
Listen to feedback
No matter how good you think your customer service efforts are, there’s no one who can evaluate it better than the customers themselves. Their insights and opinions count. Listen to what they have to say.
Create a mechanism or avenue where callers can leave their feedback. Knowing their thoughts on your customer service process will help you identify key issues and points for improvement. Make sure you actually take action and innovate your efforts accordingly.
Pleasing your customers should always be your top priority. As they say, “the customer is always right.” Make sure you’re keeping your customers happy. This will go a long way in increasing their satisfaction and loyalty to your brand.