How can I improve my company’s customer service? It is an important question that you should not overlook, even when you already implement customer service strategies. Something as simple as personalized and fast attention can change the total perception of your business to buyers.
Luckily, there are many tricks to improve your company’s customer service in an easy and intelligent way.
Whether you’re working in a customer service role, managing a team at a company, or looking to improve the experience at your startup; Use these service tips and skills to make sure you’re doing things right.
Remember that great customer service doesn’t just come down to your frontline staff. Well, remember, a buyer can be won or lost in a matter of minutes. That is why it is so important that all employees work as a team to offer quality products or services, create memorable moments and shopping experiences, as well as to solve problems. This could be the difference between your .
How does customer service work?
Customer service is the act of providing support to current and potential customers. This support can be given through in-person interactions over the phone, email, chat, and social media. Today there are also 100% digital options, such as chatbots in online stores and websites.
Different businesses can create their own definitions of customer service based on their values, products, and the type of support they want to provide.
Important aspects in customer service
Respect
The idea behind respect is basically to treat your customers as you would like to be treated. Regardless of the attitude they take, your company should always respond in a relaxed manner and listen to their entire problem before offering an answer or solution.
Patience
Patience is a very important aspect of customer service. It is important to know that not all customers have the same profile or knowledge about your brand, technology, etc. Therefore, it is essential to remain calm in the event of any complication in the care process. An example of good management of patience could be with elderly clients, who often have technological or physiological limitations.
Attention
Typically, a customer experiencing a problem will want to give you every last detail. Although these are not necessary to solve it, it is always better to listen to them until the end. In this way, they will feel that you are taking into account their entire history to offer them a good solution based on their personal experience.
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Empathy
Empathy is the ability to feel and understand the emotions of others. You must put yourself in the emotional place of the client. Many consider that this is the most important aspect, since you will be able to solve the problem as you would like a similar one to be solved. It requires a bit of effort, but if you can be empathetic, the customer will know that he is receiving personalized help and will make him forget about the negative feelings that the purchase experience generated.
Flexibility
It is necessary to implement several paths towards the resolution of a problem. Although many times businesses are reluctant to give free products or discount coupons, sometimes it is the best way to make your buyers happy.
Efficiency
Fixing a mishap, especially in online stores, will require several steps. That’s when efficiency becomes an important skill. A resolution must be found as quickly as possible so that the customer feels valued and reinforces their positive perception of the business.
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Do’s and Don’ts of a company’s customer service
89% of buyers say that good customer service will determine whether they will continue shopping there or look for another option. Although the customer experience encompasses the entire buyer’s journey through the physical or online store and not everything has to do with customer service.
To ensure a purchase, you must take into account the things that are allowed and those that you should always avoid to boost your physical fitness. We present them to you in the list below. Take them into account!
Two
Establish a unified communication in all interactions with the client
Buyers can become frustrated when a company provides mixed messages through its communication channels. For example, if you have a sale or discount announced on your social networks, make sure that it is also seen in your store.
In addition, we recommend that you practice responding to customers with the same mood and tone that you have on your website, social networks, etc. To help you, you can create scripts on how to start conversations, as well as automated answers to frequently asked questions.
Communicate internally to solve specific problems
As we mentioned earlier, there could be recurring issues like parcel delivery or other circumstances that are not working perfectly. Establish a communication system between your employees and the person who is answering messages to know the specific steps to take when a complaint arises. Internal collaboration between different collaborators within your business will help solve problems quickly and efficiently.
Know your company’s products 100%
Customers want to know that the person they are talking to knows absolutely everything about the product or service they are inquiring about. In addition, knowing them 100% can help resolve doubts immediately.
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Don’ts
Treat customers as a transaction
Do not think of people as a mere transaction or another task to be completed. It is better to see them as relationships, as human beings whose wants and needs really do matter. In this way you will not lose regular buyers, but you will focus on giving a personal touch that can be of great help to retain them, generate loyalty to your brand and promote the “word of mouth recommendation” that attracts family, friends and acquaintances. .
leave conversations open
Never leave a customer wondering if you’ll ever get back to them or not. Even if you resolve the issue and the conversation seems to have ended well, we recommend sending a quick message or satisfaction note to make sure the customer is fully on board with the resolution.
Committing to dates you can’t meet
Avoid saying things like “I’ll get you a fix by 4:00 pm” or “Your order will arrive tomorrow before 9:00 am” if you’re not 100% sure this will happen. Doing so and not complying will make your client lose confidence in you and can frustrate him. Opt to use phrases like “we are still working to help you”, “we are looking for a solution to your problem” and similar messages.
Using too colloquial language
Speak as you would speak to any client, but although you usually do so with relaxed language, never use profanity or overly colloquial words. Remember that your language is a mirror of your business, so using the wrong words will send a negative message to your client and you will lose professionalism and confidence.
If you still have a lot of questions about how to improve customer service, don’t worry, the next part will help you a lot more.
How to improve customer service? Strategies to achieve it
- Create memorable shopping experiences
- Call your customers by name
- Send personalized messages and responses
- Provides classic contact
- Reward your most loyal customers
- Implement self-help options
- Define easy refund options
- Enable free return shipping
- experiment with discounts
- Make feedback a key part of your brand
If you still do not know clearly what to do to improve the customer service of your business, we have made a list of simple and quick strategies that we are sure will give you many ideas on how to apply it in your specific case.
Create memorable shopping experiences
This will be one of the most important strategies for your customers to trust you and your business. Check that your site works well, your social networks are up to date and you have all your products in stock. Minimize the chances that your customers have a problem on your platform or with the payment method. In addition, it offers several communication channels.
Call your customers by name
In this way you will be offering a personalized and much closer experience. This applies to talking to them through the phone, social networks or even chats.
Send personalized messages and responses
Today, there are many options for systems, especially CRM, that help you customize emails, newsletters, and even chats.
Provides classic contact
They are a great tool to maintain contact with your customers effectively and to optimize time. However, many customers are still not used to new technologies. So it is necessary that you can serve them by the contact method that makes them feel more comfortable.
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Reward your most loyal customers
Modern customers want customization. Offering them a reward for being a repeat customer is one way to reward their loyalty. This can be a signed letter for Christmas, a special discount, or a free product on your birthday.
Implement self-help options
We refer to a simple tab in your online store or website (or even in your social networks) where you write the questions and answers to the most common doubts. In fact, most buyers prefer to solve their problems themselves, so this will be very convenient for everyone.
Define easy refund options
How many times have you heard in television or radio commercials that if the consumer is not satisfied with the product or service, they get their money back? Exact. This option really works!
Giving consumers a money-back guarantee increases their levels of trust in the brand. It also makes the entire shopping experience feel more risk-free, making people more likely to want to try your products and services.
It’s important that your refund policy is easy for the average consumer to understand, so keep that in mind when mentioning it on your page, store, or social media.
Enable free return shipping
Especially if you. According to research, 88% of consumers say that free return shipping has a great influence on their purchase decisions. Simply shield yourself against potential abuses of these policies through information…
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