Great customer service entails not just adhering to industry best practices such as respecting customers’ time, maintaining a nice demeanour, and providing informed and resourceful resources, but also going above and beyond to exceed rather than just meet expectations. To please your clients and get them screaming about your support to their friends, you can utilise a variety of ways and the built-in features of customer care software, shared inbox tools, and help desk software.
Here are our top six tips for providing excellent customer service.
Keep an optimistic mindset
When it comes to providing good customer service, attitude is essential, and having a positive attitude goes a long way. Negative client encounters can be turned into great ones with the appropriate attitude. Because most consumer contacts aren’t face-to-face, your tone of voice and vocabulary should represent your attitude.
It’s easy to mistake written communication’s tone, and email or live chat can appear frigid. The brain interprets someone else’s emotional tone using a variety of signals, including body language and facial expression, many of which are absent online. If an email or chat conversation becomes tense, don’t be afraid to use emoticons to show warmth and good humour, or call up the phone.
Quick action is necessary
The majority of individuals believe that the most crucial aspect of any online customer experience is valuing their time. A cornerstone of strong customer service is rapidly resolving client inquiries. Speed should be a priority, especially for minor concerns that don’t require a lot of time to resolve.
Great customer service, on the other hand, always wins out over speed. Customers are aware that more complicated issues take longer to fix. There’s a distinction to be made between the time it takes you to reply and the speed with which you handle their issues. Customers do not like to wait in a ticket queue, but they are willing to wait as long as it takes to fix their problem. You should do the same. Return client calls as soon as possible, but don’t rush to get them off the phone or dismiss the ticket without fully resolving the issue.
Make your service unique.
The majority of customers express a desire for improved human service. That they want to feel more than just a number on a ticket. They become enraged when they are not treated as individuals, receive boilerplate responses, or are passed about like a tennis ball to several persons. Customers like to deal with people rather than businesses. It’s one of the reasons why many firms offer birthday presents to their consumers. Giving your consumers a personal touch when you can is a crucial approach to show that you know who they are and that you care. We need to encourage support teams to think more personally about inquiries in the queue.
Looking back over the data and listening in real time are two ways to pay attention to client feedback. When your customers take the time to chat with you, show them that you care. Listening enhances the likelihood of hearing and effectively solving your clients’ true problems, resulting in happier consumers. Pay attention to what they’re saying instead of promoting your own agenda. Don’t make the mistake of assuming you know what your customer will say. Demonstrate your ability to listen actively. To demonstrate that you’ve heard them, repeat the problem to them in your own words. Active listening also entails being aware of your customer’s distinct personality and present emotional state in order to personalise your response to their specific needs.
Be proactive in your assistance
One of the most important things you can do to provide excellent customer service is to go the additional mile. When you’ve checked off all the boxes but still want to do more.
Being helpful often entails anticipating your clients’ needs before they ever get the opportunity to express them. In reality, clients may request one item without realising they require something else. It is your responsibility to anticipate and meet their requirements.
Customers will return if they believe you value them – that they are actually special to you. This could be related to the reciprocity phenomena in social psychology: Customers will want to return the favour if you do something kind for them.
Keep your promise
It is basic logic customer service to make sure you deliver on what you promise. Don’t disappoint your customers. It needs respect and trust to keep your word.
If you don’t keep your word, such as when you say you’ll respond to a consumer within 24 hours but don’t, offer something to make up for it. If your customer’s package is damaged, offer to replace it and reimburse their money. You may lose money in the near term, but you will gain a devoted consumer in the long run.
Customers aren’t particularly grateful when you deliver more than you promised. If you breach a promise, though, they become enraged. It’s still preferable to under-promise and over-deliver in order to ensure that you meet your obligations.
All of the above factors come together to generate excellent customer service. Great customer service wins you a reputation for being helpful and pleasant to work with, and it keeps your clients loyal to you and your firm.
Customers want to be treated as individuals rather than numbers in a queue. For customer service-driven growth, humanise them and yourself.
Q Academy’s online Professional Training courses can help you improve your customer service skills. Develop your customer service skills and advance your professional career. Enroll in this online training course to improve your customer service abilities and take advantage of this perfect opportunity to get the information, skills, and confidence you’ll need to pursue a successful job.
Sign up for courses Now!