From cable companies to retail, customer service has vanished right before our eyes. Many businesses make customer service a priority, but poor service happens so often, that we all know what it feels like to endure poor communication and unorganized processes—or even worse, a machine that leads us nowhere.
Customer care service isn’t what it used to be. But, I wouldn’t give up on it. In fact, many businesses are focused on making customer service their top priority. Transforming customer service into an elevated concept of building customer relationships—where representatives really listen to the customer, strategize and provide options and accommodations to make that customer satisfied. We love this, since it brings back the personalized and diversified approach towards working with people and at the same time, adds a fresh new spin to customer relations.
If your business is struggling in customer service, check out our top three tips on how to treat your most valuable players (your customers!) and how to build relationships with them at the same time!
- Offer Live Chat. Live chat is amazing. If you can invest in this option to enhance your customer experience, you won’t regret it. That’s it. The end. People actually get things done! It’s due to the workflow of the live chat process. In fact, experts say that 63% of customers said they were more likely to return to a website that offers live chat as opposed to one that doesn’t. There’s a beginning, middle and end (and many have recorded and transcribed notes all ready for you at the end). This process leaves little room for confusion and is pretty efficient coming from an avid live chatter.
- Be a Troubleshooter. This one is HUGE. Customer relations is all about retaining the client and giving them the support they need. If the representative doesn’t offer options or suggest better products, you might as well have a robot on the end of the line. Troubleshooting and being detail-oriented shows the client that their being heard and valued. That, in the end, is invaluable.
- Prove Competency. There is nothing worse than a service rep who says they’ll do something, then doesn’t. For example: The representative says they’ll note your account, or return a dropped phone call, or lower a payment, or upgrade your account….but nothing happens. And it’s too time consuming to call back and go through that process all over again. A company must prove that they’re able to execute and provide results. Competency is key.
What are your tips for providing good customer service? Send us your thoughts by posting to our Facebook page!