- Give your team the right tools. In the current situation that often equates to technology. Whether that’s an effective CRM, upgrades to accounting or billing systems or marketing automation, the right tools can make it much easier for your customer service team to excel at what they do.
- Clear and honest communication is essential. Most people don’t respond well to being patronised or overloaded with information and almost all will switch off if they feel they aren’t entirely being told the truth. It’s crucial to train staff to communicate clearly and honestly with customers, to avoid platitudes and practice authenticity.
- Make sure you have a system in place to handle complaints. When customers aren’t happy it’s important to take note of this. Although it may not always be a sign that there’s an issue you have to resolve it’s always worth making space for the complaint so that the customer feels heard. Train your team to acknowledge the complaint and act so as to control the situation and refocus the discussion on a more positive outcome. Problem solving is essential in a complaint situation as it enables a customer to potentially walk away happy.
- Avoid rushing customers. Most consumers can sense when they are being pushed hard towards a goal and will resist if this is done in a clumsy way. Customer service teams shouldn’t be clock watching and should avoid being pushy to drive customers towards their goals too quickly. On the flip side, most consumers today don’t want to waste precious time on business interactions so it’s also important to make customer service communication concise.
- Learning the art of closing is essential. Whether this is closing a sale or simply a conversation, when it is done right it will leave the customer with a sense that the business cares about getting it right – is focused on whatever the customer thinks ‘right’ is – and isn’t going to try and force a conclusion.
- Learning how to say thank you is key. Gratitude can create some serious ROI and leave a positive impression on customers. Most businesses rely on customers to evolve and grow and expressing thanks for this regularly can be enormously beneficial.
- Invest in a good team. Exceptional customer service people can have a huge impact on how well the business does overall when it comes to interactions with consumers. Customer service will never be better than the quality of the people delivering it so it’s worth taking the time to find great people, to train them well and to provide opportunities for learning and growth that benefit individuals and the business as a whole.
Posted: June 4, 2020 9:03 am