Can You Improve Your Customer Service?
As we move to the end of 2023, it would be good to identify ways agents and other businesses might improve their customer service. No matter how good they are at treating their clients like kings, any company may use these pointers to keep getting better:
Allow your team some leeway: Customers detest being kept on wait or instructed to “check with my supervisor” when they are seeking a resolution to a possible complaint or issue. Give your delegates a toolkit of instant use so they can handle situations without having to escalate to a higher level.
Personalize, customizing any response to your consumers is one of the easiest (and least expensive) methods to truly make them feel valued. This could be as easy as changing your email platform or e-blasts to include the customer’s name (if that information is available). It could also entail including a component in your phone bank training that encourages customer service representatives to ask for and repeat the customer’s name throughout the conversation, as well as to thank them by name at the end.
Make the most of technology: Automation services and business technology are always evolving and getting better. But one area where companies might be falling short is in the integration of technology. How many times have you tried to fix a problem while on hold only to be informed, “I can’t see other parts of your account,” or “I don’t have access to that information”? Look at ways to combine team member access to all technological platforms and data to expedite response times and improve customer service efficiency. This will help you prevent needless delays.
Acknowledge excellent service: While improving external, customer-facing service is crucial, it’s also necessary to practice internal customer service and give credit to team members that go above and beyond. Use this opportunity to establish an internal recognition program for staff members who have been recognized for providing exceptional external service, if you don’t already have one in place. Simple actions like a public thank you, internal email, or intranet posting can make a big difference. Specific recognitions like extra paid time off, gift cards, or other company benefits can also be very beneficial. For those who dedicate their days to serving external audiences, an internal “thank you” from the boss is greatly appreciated!
Always ask for feedback: Always ask your customers “How are we doing?” even if you don’t always like their responses. – An email customer service survey or a straightforward feedback form at the conclusion of an online chat might offer insightful information about what is and isn’t functioning properly in your system. Customer feedback also conveys to your clients your sincere concern for their experience and gives them a sense of involvement in the process.
Find additional channels by which your clients can contact you: For many years, the most popular methods of reaching out to and communicating with customers were call centers and email addresses. Technology is always changing, as is the way people use it to communicate. Speak with your customer care representatives to find out if customers are asking for other methods of resolving problems; furthermore, take a peek at what your rivals are doing. Is it possible to add a new channel to your website, such a chat feature? What about a WhatsApp or messaging feature? Passive outreach tactics such as these could prove to be more effective than phone calls, particularly when working with clients that are spread across different geographies and time zones.
