5 Ways to Give Better Customer Service
Pay attention to your customer service, or your business is going to suffer. It’s that simple.
Stress, work/life balance, running a business and putting out fires can distract us from providing great service. While we are all human and these issues are common, your business will struggle if you cannot meet your customers’ needs.
Customer service is the foundation of your company’s brand, reputation and bottom line. Recent surveys show that before they even consider buying, almost four out of five adult consumers look for brands that seem to understand and care about them. On top of that, customers, like most people, are also a lot quicker to share bad experiences than they are good ones.
The reality is that a lot of businesses need to provide better service to both remain stable and grow. But, it’s exceptional service that makes you really stand apart, and reach all of your goals and dreams.
This level of service is something our team at Certum Solutions strives to provide to you every day. It takes a very united group and continual effort and time, but it’s something I know everyone is capable of.
I’ve found that many businesses already have all the parts in place to improve their customer service, but just need a little encouragement and support. Here are my five suggestions on how to create better customer service.
1. Hire the right reps. Just as your customers are the foundation of your business, your customer service representatives are the foundation of what keeps those customers happy.
The right candidate must be a persuasive speaker, a patient and good listener, and be empathetic, but have a tough skin. They have to be able to think on their feet, and they have to know your products inside and out – and be able to admit gracefully when they don’t know the answer.
2. Give your customer service reps the right tools. With automated customer service options today, it’s those frustrated customers with the toughest problems who tend to choose to speak to a human rep.
Give your reps the power to do something for the customer. For example, Ritz Carlton famously allowed employees to spend up to $2,000 per customer to make things right. Even if you spent this much, it will still be less expensive than hiring and training a new rep.
Oversee reps’ calls to fine tune them, and provide feedback more frequently than once or twice a month. Create a feedback channel for your reps to make suggestions to you. After all, your reps are on the front line and encounter your customers’ biggest frustrations – which can sometimes be just easy fixes that you have overlooked.
3. Send the right messages the right way. You have to acknowledge the customer’s issue, even if you think the mistake might be on their end.
Don’t get fancy. I don’t have “inquiries” when I call customer service; I have “questions.” Use positive language. Don’t say something’s just “out of stock,” but, instead, say when you’ll have it again and that you’ll let the customer know when it arrives. If that notification is written in an email or text (see below), proofread it before you hit send!
Remember the customer’s name when you talk to them, don’t overuse “sir” or “ma’am,” and avoid trite messages. Rather than coming across as disingenuous, show that you care about connecting with them, and be courteous and sincere. For example, don’t provide apologies in flat tones that make it clear a rep isn’t really sorry.
While we’re at it, avoid those cliches that we’ve all now heard a billion times, such as “Your call is very important to us” and “Our menu options have recently changed.” I usually don’t care if a company recently rearranged its voicemail. I care that the company makes me feel that my call is important by not transferring me a dozen times, and by solving my problem on the first call.
4. Timing is everything. Customers want problems solved fast. In fact, two-thirds of customers want a response to their customer service questions within 24 hours, according to a Microsoft report. If you can solve the problem right away, solve it. If you can’t, tell your customer when you can solve it and that you’re working on it. Pin down the resolution time as precisely as possible, and stick to it.
Offer alternatives for communication in this process. I don’t mind a call, but sometimes I’d just rather get an email or text.
Regarding technology, remember that customers often Tweet about their experiences – good or bad. By doing your job with customer service, this can turn into invaluable free advertising.
5. Follow up. We always want to thank customers after our engagements because we want them to think of us first next time. Go a step further by thanking customers who have experienced your customer service, and ask them what you could have done better (and if your budget allows, consider an incentive for suggestions). Then, thank them for that suggestion, too, because customer service doesn’t stop when you’ve solved the issue.
Taking Customer Service to the Next Level
I hope that some of these thoughts and tips have resonated with you in some way – and that you see the value customer service plays in your business.
While poor service can send you spiraling, good service can keep you moving forward. But, it’s great service that can transcend your business and its reputation and brand.
Start with these five suggestions, and you’ll be on your way to giving better customer service, building powerful customer relationships and growing your business!
