A good customer service team with sound tricks is key to the success of your business. Customers are everything to your business. You have to make sure that your customers feel valued and heard. For this make sure that their issues are being listened to and resolved as soon as possible. In the business world, it is a known fact that it costs more to attract new customers and less to keep the existing ones.
Almost 65% of the sales are from existing customers, which builds the case why customer service is important. Stats also show that three out of five customers believe that good customer care is the key to their brand loyalty. For example, it is not very difficult to guess which brand the people will choose, the one with a smooth return process or the one that takes months.
Successful businesses have one thing in common, and that is good customer service. Good customer service is always going to help you stand out in an industry with extreme competition. For example, Xtream Mediacom offers exceptional customer service in an industry with so much competition. The service is available 24/7, there are no queues, and it is customer-friendly.
However, here is how you can improve the customer service of your business.
1. Develop Key Skills
The one who is on this side of the brand needs to have a particular set of skills. Some key traits include patience, empathy, adaptability, clear communication, sound knowledge of the brand, etc. All these come in handy while dealing with a customer. Patience is particularly important when taking calls. You can’t sound irritated and annoyed, even if you are.
A customer’s problem needs to be solved and you should know that it is important. You also need to communicate the solution clearly to the person. This can only happen if you have good knowledge about your business. It can get difficult to Google the solution right when the customer is on the call. Know things forehand so that resolution doesn’t take more time.
2. Positive Language
Depending on the type of business you have, the customer query call can be stressful, and maybe not. But if the call is stressful, you need to keep your cool. Using positive words will take off so much stress from the conversation. For example, there is another way of saying ‘don’t connect the red wire’. Instead of this, say ‘connect the green wire’.
There, not only you used positive words but you also communicated the solution in less time. Also, the response after the customer has asked the question or told the issue is very important. Rather than just saying ok, I’ll see you can say great question, let me find a solution for this.
3. Ask for Feedback
One of the most important parts of communication is feedback. And engaging in customer service is nothing but communicating. So, always ask for feedback. When you are done with solving the issue, politely ask the customer what they think about the product. Or if they have any other issue with another product.
Alternatively, you can send feedback forms to the number involved in the call or the account if it was a social media communication. This sends a message to the customer that the brand is available for more than just this query. This also helps brands learn if they are lagging somewhere. This can help in the improvement of products and services.
4. Set Goals
Nothing in the world prompts people to work effectively more than the set goals. In your business, you can set individual or team goals, depending on how your company operates. You can also allow team members to set their own goals so that they are not burdened and work according to their capacity. This is how individuals can take ownership of their work.
It directly results in more productive performance, which in return is beneficial for the business. You can also give incentives after a set goal is achieved. Also, keep an eye on the ones who are unable to achieve the goals. The aim is to give benefit the company but not at the cost of the team getting exhausted.
5. Use Customer Services Software
You can’t keep technology out of customer service anymore. There are so many apps and software available that can take the burden off the team and produce good results. You or your team don’t have to be tech experts to get used to such software. Almost all such apps are easy to use and easy to manage. Some are essentially designed for small businesses.
It may seem a daunting task at first but once it’s in, your team will love it. The software saves so much time and effort that can be utilized elsewhere. Also, things are more streamlined with this software, and who doesn’t like things in their place?
It’s time to give a boost to your business by using these simple techniques of customer service. Retain the existing customers, attract new ones, and boost sales just by providing good customer support.