What’s the most important thing you can do to improve customer relationships? The answer is obvious, yet often overlooked: improve your customer service. It doesn’t matter how great your product is or your people are great; it’s the direct interactions they have with your business that customers are most likely to remember.
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- Strengthen Your Customer Service Skills
First, you must ensure your customer service staff has the skills to meet your customers’ needs. No CRM (Customer Relationship Management) software can compensate for shortcomings in this area. But what skills should you look for in a customer service agent?
Empathy, Patience, And Consistency – Some customers will be upset. Others will have lots of questions. Still, others will be very talkative. You need to know how to handle each and provide the same service every time.
Adaptability – Each client is unique; some may change their attitude from one week to another. You must be able to handle surprises, sense the customer’s mood and adapt accordingly. It also involves a willingness to learn because providing quality customer service is a lifelong learning process.
Clear Communication – Check that what your customers understand is what you want to tell them. It would be unfortunate if your customer thought they would get 50% off when they were getting 50% more products. Use genuinely positive language, be enthusiastic in all circumstances, and always check that the customer is satisfied before ending a conversation.
Professional Ethics – Customers appreciate having their issues handled by a single agent through to resolution. This requires good time management, as you should spend only a little bit of time on one client at the expense of others who may become impatient. Focus on your goals to find the right balance.
Knowledge – Ultimately, customers rely on your product knowledge to solve their problems. Take in the information needed to answer most of their questions and figure out who to contact if the questions become too pointed or technical for you to answer. Conversely, don’t be afraid to say, “I don’t know.” Customers will appreciate your honesty and effort to find the right answer.
Resilience – The customer is always right, isn’t he? The ability to swallow pride and accept criticism or negative feedback is essential. Whether working directly with customers or collecting feedback on social media, your team members should always keep customer satisfaction in mind.
A Professional On-Site With A Client To Improve Customer Service
Do your customer service agents have the right skills? Conduct a survey or ask your customers directly to determine if your customer service members possess all the listed qualities. Conducting a customer satisfaction survey through your CRM software, at your points of sale, or when you send out an invoice is a great way to learn about your team’s strengths and weaknesses.
- Examine Every Touchpoint
A good customer experience can protect your relationships at any stage of your journey. That’s why your staff must have the required skills and apply them consistently. Focus your efforts on the main points of contact, but ensure a holistic view of the customer experience at the risk of ignoring failures that could seriously harm your business. Bear in mind that A Winning Go to Market Strategy Is the Key to Closing More Deals in small businesses.
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