5 Ways To Improve Your Customer Service Delivery
By admin
Improving your customer service delivery should be one of your business’s top priorities if you are truly customer-focused.
For business owners who don’t understand why they should offer stellar customer service, know that no matter how amazing your products or services are if your customer service is poor you will lose a good number of your customers.
And what is worse is that studies have shown that customers lost due to poor customer service delivery are likely to share tales of their terrible experiences with people in their network.
Making it even more difficult for the business to attract new customers.
In this article, we share five (5) ways you can improve your customer service delivery.
5 Ways To Improve Your Customer Service
1. Know Your Customer
A stellar customer experience begins with knowing your customers, their motivations, pain points, and why they use your products/services.
Good knowledge of your customers upgrades your customer service delivery by turning it from being reactionary to being proactive.
2. Training Your Customer Service Representative(s)
Many small businesses, unfortunately, believe that customer service is all about having someone receive calls and reply to emails.
But customer service is more critical than that.
By providing good customer service, your business can gain insight into your customers’ needs, form relationships with them, and even increase their loyalty to your brand. The role customer service plays in small businesses must be re-evaluated from this perspective.
A customer service representative must be trained to listen to customers and respond with empathy.
When responding to customer inquiries, they must be taught to be as helpful as possible, which includes having a good understanding of your offerings and customer needs, as well as the right attitude (learning the right tone of voice and language).
3. Optimize For Convenience
Nobody wants to wait for hours before getting through to customer service reps.
This is why businesses must design their customer service system with convenience in mind.
To ensure that your customer service system does not become a source of inconvenience for your customers, you need to always be on the lookout, for new ways to innovate around the customer’s journey.
You can start by ensuring that your staff have a fast response time; use more staff and technology to reduce wait time and be less burdensome. And provide simple, easy-to-use self-help resources for your customers, etc.
4. Create Room For Creativity
Some of the best customer service stories we heard and read occurred because customer service reps took the initiative.
They went above and beyond to meet the needs of customers.
From the stories about Zappos to Amazon and co, customer service delivery is better when there is room for creativity.
This is one thing that is missing in many customer service delivery today and something you can use to improve yours.
Customer service representatives need to know that they would not be penalized for taking initiative that helps customers.
To achieve this, the business needs to begin rewarding creativity among employees in general and customer service representatives in particular.
5. Create A Customer Service System
Small businesses have stellar customer service, but their service delivery deteriorates as they grow.
They take longer to attend to customers, and their service delivery becomes inconsistent or even varies depending on the customer service representative on duty.
Creating a customer service system will help the business maintain value and consistency in service even as it scales. This enables your business to offer the best customer service even when the owner is not there to supervise or your best service representative is on holiday.
If you need help creating a customer service system for your business, contact Mr Ted Iwere today!!!
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