Improving customer service is the best way to improve the relationship with the most precious asset of your company- customers. It is not only the talented staff but it is the positive and impressive direct interaction of agents that customers like most. The face of your organization is your customer service representatives and therefore they should be efficient and skilled. The true way to explain this is by explaining the concept of truly effective organization. It is the one who not only have better customer relationship but the one who keep on answering practically what good customer care services are? The best ways to develop them are as follows:
- Develop better customer care assistance- check whether your customer care team possesses the right skills which are needed as none CRM software could compensate the requirement.
- Regularity, patience and empathy- customers are of various categories like some have endless questionnaire and others have queries. The executive should know the right way to handle each of them.
- Adaptability- no human is same so as customer. The executive should know how to adjust with the changing mood of the customer.
- Communication with complete clarity- Be clear in your approach as customers are never satisfied below 100%. Use the language in which both of you are comfortable, maintain the cheerful note irrespective of the environment and confirm twice about the satisfaction of the customer before you hang up.
- Ethic- maintains the balance between time and right solution. Customers hate to wait for long.
- Knowledge- customers get complete satisfaction when their queries regarding the product are solved and the executive should have at least the required knowledge to respond the queries of customers in the right way. If you don’t know anything it’s better to either disclose them about it or to transfer the query to your senior as customers praise honesty rather than being misguided.
- Thick skin- Keep clients happiness and satisfaction in your mind and avoid everything else. You may have to hear several things which are negative or absurd but you should keep that positive attitude throughout.
In order to know about the customer satisfaction it is your duty to keep a track of their feedback and through customer feedback program learn the dos and don’ts you need to practice with your team.
- Check every touchpoint- if a customer had faced bad time with you anytime then it becomes tough to maintain the relationship. Not only right skill is necessary here but the consistency in demonstrating the skill is also compulsory. Pay attention to the areas from where clients are not satisfied as any negligence here may ruin your reputation.
- Better session of customer interaction- even if your team is skilled check continuously if they are thorough and well received with customer services. These are certain tips to function properly in this field:
- Ask reps to relate with the customers by talking about any common ground as humanizing any relationship will turn the resolution of conflicts easy and will endear the relationship of rep, client and the organization.
- Patient listener- rephrasing or empathizing with the customers feeling will develop the attachment between you and the customer.
- Accept faults before anyone else- for restoring confidence of customer it is essential that you admit your mistake before anyone else. It will help reps to solve the conflict to earliest.win the confidence of the customer.
- Follow-up session- a feedback survey through any media to confirm and to show your concern regarding the matter that were fixed could win their trust for long over your organization.
- Improve customer service strategy- employing better organizational strategies by practicing proactive customer service could remove the possibility of dissatisfaction in them, like: get personal to them through various media and social networking sites, 24 X 7 availability. Meet their needs by offering special treatment, engagement of reps and most important ask them to provide feedback.
Remember customer’s presence build an organization and maintain them is what an organization requires time to time!