Due to the rise of digital technology as a driving force for information, customers have become more critical when it comes to their needs and wants. Customers today no longer simply wait for customer sales/service agents to help them make decisions. They mostly do their own research, take control of their own purchase preferences and voice out their thoughts when they are unhappy about the products and services they’ve received. That is because there is so much information available online that relate to almost every topic and product; some helpful, some shamelessly less than true.
To protect a brand and customers, businesses have directed significant effort towards being more engaging and becoming more available through social media and other channels. Customers can now easily connect with businesses and can have their questions address. This age of connectivity brings about bigger expectations from businesses, customers expect representatives/agents to provide resolutions that are prompt, information that is more accurate and a seamless customer service experience.
As customer attitudes shift, the practices for customer service must also become more flexible. Along with having the best customer support software, adopting better customer service practices keep your customers in focus. These are things that are not as simple as trying harder to deliver. It involves better planning, making smarter business choices and being able to adapt to changes in customer mindset.
Hire the Right Agents
It is important to make sure your representatives possess the right skills, you might have the best training programs but if your agents are not the right people for the position, it won’t matter at all. There are so much more things to consider other than just communication skills and sticking to pre-set protocols. Remember that your agents are your brand’s front liners. So their ability to adjust and adapt to each customer enables your business to build relationships and maintain connections as well as earn customer loyalty. On the other hand, make sure to take time during your hiring process to be certain that the agents you bring on board are fit for the task.
Take care of the Bottom Line
Your agents are the ones who take care of the customers. Customers are the life-blood of every business. Making agents happy creates satisfaction, hence, creating a work atmosphere that is more conducive to good customer interactions. The basics such as competitive pay, appealing compensations and a potential for promotions is common knowledge. Creating a fun workplace through incentives and exciting activities should be considered. More importantly, having regular up-training and/or refresher courses greatly helps.
Properly Manage Customer Expectations
Customers tend to expect much from service providers, but promising them something that can’t be fulfilled may not be the best tactic, just as not correcting misinformation can be detrimental to a business. Externally, the best approach is to tell your customers what they can expect and to dispel any misconceptions that may be present. Internally, the business should aim to exceed customer expectations. In this way, customers will feel your business is reliable and willing to go extra mile to meet their needs.
Know the Importance of First Impressions
Building good impressions from the get-go is essential for businesses because you may never get a second chance to do so. These days, customers would want to feel more appreciated and connected to their service/product providers. Drawing from real experiences, real problems or a shared appreciation of specific things that are relevant to a customer can be a great way to create a good first impression. If customers have a negative experience or have trouble relating how a business delivers their customer service, they can easily become disinterested and move to other businesses that knows how to handle customers.
Consistently Collect Data
Since agents interact with customers, they have the opportunity to collect data from customers simply by asking the right questions. Also, having a customer satisfaction representative can help collate vital data that can be used for improvement. Through doing so, your agents will be equally aligned in their practices for customer service.
As the business gains information from your customers, it will better help your team to serve them and provide the best service.
Become a Convenient Presence
In today’s multiple communication channels, customers have access to more than one way of connecting to a business. From the basic telephone call, mobile apps, chat, text messaging, social media channels, and forums, the options are wide. Being available through multiple channels provides greater opportunities to reach out and provide customer service to your customers. Hence, being where the customers are shows that you care enough to provide them the convenience of communication via their preferred method.
Your customer service software will definitely work well with your agent’s skills and knowledge on handling customers concerns. Like what most businesses say, a happy and a satisfied customer will continuously do more business with you. Keep in mind these customer service practices to help you enhance the way you provide your service.
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