To judge a person, one needs to interact. The information extracted from tone, gesture, and body language is a deciding factor for that person. Similarly, customer service is the body language for a successful business. Name any business—there always exists competition to fulfill the demands or needs of the people. To blow your trumpet in the market, excellent customer service is a must. The key to the best customer service is feedback, well-skilled staff, social media, appreciation, loyalty, updates, and a helpline. Let’s walk through each of these key points.
Customer Service Feedback
Feedback is a crucial factor for the growth of the business and improvement of your service. The data gathered from feedback nurtures and shapes the business. It also helps the business gain a strong market share since acting according to the needs of your customers allows you to stay ahead of your competitors.
Online feedback: Most people are attached to their smartphones. Gathering data through this method requires a couple of minutes from a customer. However, a customer may opt-out of answering your boring question. So, get creative and prepare a list of “yes or no” or multiple choice questions. Keep it simple, and never use frictional words like “wrong”, “unsatisfied”, or any other negative words. Voice-authorized feedback is also a great technique.
Offline feedback: This is the oldest approach and a quick way of gathering data. This method involves investing your money and time. In this case, if there is a need for on-spot feedback, this method could be followed.
Well-Skilled Customer Service Staff
A weak labor force is enough to kill a healthy business. Focus on investing in training the customer support staff since it is important to establish a better relationship with the customer beyond a single transaction. Your customer care center staff must be skilled in everything from query resolution to crisis handling to maintain a positive reputation.
A company needs to stay open to all issues on all channels of communication with the customer. That’s why your business should manage the omnichannel customer experience and especially stay active on social media. Highlight all the possible social platforms based on the geographical location, as social platforms differ from region to region.
Appreciation is critical for better growth. Appreciation might point the customer towards reporting a flaw or any hiccup in service. The call center support staff also deserve some appreciation for their valuable contribution. We can divide appreciation into two parts:
Customer appreciation: First, customer appreciation is a key factor in business growth since customers can help gather sensitive data to perfect the business procedures. The customer who spends his/her valuable time in bringing a significant aspect to your attention deserves some sort of reward. Reward the person with a coupon or discount and recognize the contribution on your social platforms. This will gain a lot of attention from the community and could land you more business.
Staff appreciation: Second, servicing a customer is a critical role. A call center operator providing a well-balanced and well-structured service must be appreciated. This not only improves employee morale but also enhances the company’s reputation as an employer.
Customer loyalty makes or breaks a business. Your business must be structured around delivering a consistent, high-quality value proposition with no hidden charges or terms and conditions, especially in marketing promotions. Any short-term gains in revenue from campaigns that customers feel shortchanged them will cause manifold drops in long-term revenue. Instead, you should create loyalty programs, offering rewards and discounts to your loyal customers.
Customer Service Helpline
Invest in a customer service helpline, with chat support, email support, and call center support. If customers can reach you easily and get their grievances resolved efficiently, you can prevent escalation, retain customers, and spread positive word of mouth regarding your business. Call center support can also help answer queries and improve your conversion rates if your inbound call center solution is trained and effective.
A business that wishes to stay ahead of competition evolves with market trends and customer needs. Communicating these service upgrades is as important as the improvements themselves. So do not hesitate to spread the news of exciting new offers to celebrate an occasion or the addition of a new store to the locality. These update can be shared via social media, outbound calls, newsletters, or your website.
Adopt these strategies and see your customer service improve considerably, translating into more loyal evangelical customers.