Customer service gives your company an opportunity to build a strong relationship with customers at a critical point. If they’re calling for help, then they’re likely frustrated. All too often, customers are greeted by “customer service robots.” Everyone’s familiar with this type of representative.
An April 2013 Customer Service Study by Dimensional Research pinpointed what makes customers of mid-sized companies happy and what leaves them in dismay. This is the first in a series of blog posts about the important results of this study.
It’s easy to get caught up in designing new things that are “cool” or “elegant” or “hot.” But if you don’t keep your customer in mind throughout, you could end up with an investment that’s “not.” Keep clients in the forefront of your mind with every decision and you can improve customer service quality.
Customer conflict is often generated by one of three things: Company Error, Customer Error, or Policies and Regulations. Your staff needs to be trained on how to react and respond to these specific conflicts, as each demands a different strategy.
When it comes to customer service, hope is not a strategy. Customer service must be purposeful. You can hire the nicest people in the world, but you still must give them direction, teach the best practices, and continue to reinforce your customer service strategy so that employees are continuously reminded and motivated on what and how to deliver your brand of customer service.
When accounts go quiet, don’t assume the customer is going away. Use excellent customer service skills to find out what is going on. They may be waiting, occupied with something else, or have simply forgotten where you are or how to reach you! One effort at reactivation can make the difference between a customer who comes once and disappears forever, and a customer who comes once, is invited back and stays with you forever.
Want to improve customer satisfaction? Be sure you know the best ways to make it happen! Here are eight proven ways to improve customer satisfaction by finding out what they value, what they care about, and what they really want.
Your ability to build customer service success must begin with an honest self exam of how you are doing right now. These three steps will give you a snapshot of where you are and where you need to improve in the months and years to come!
Social media is a customer service tool that has great potential beyond what most companies are currently using. Outlets such as Facebook and Twitter offer the opportunity for companies to enhance the customer service experience by posting value-added content. Often, however, their only involvement is to monitor what customers are saying about them on social media.
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