7/18/2018

Customer service: 9 ways to provide excellent customer service





Customer service plays a key role in business success. So, it’s time to consider how to improve the customer service seriously. Good customer service is different for every person or company. No matter how you define it, these nine tried-and-true customer service principles can help you deliver the best customer service experience every time. 

1. KNOW YOUR PRODUCT.
2. EVERY SECOND COUNT.
3. SUPPORT CUSTOMERS AS A TEAM.
4. LISTEN TO CUSTOMERS.
5. SAVE YOUR TIME ON TRACKING PROCESS
6. OFFER FRIENDLY, PERSONABLE SERVICE.
7. BE HONEST ABOUT WHAT YOU DON’T KNOW.
8. PRACTICE EMPATHY.
9. IMPROVE AS YOU GO.


1. KNOW YOUR PRODUCT


Only with good product knowledge, can your customer service team serve your customers well. So, make sure all your customer support members get a good command of the knowledge of all your products. It is better to have an integrated training system to ensure all your working members know your products well to serve your customers efficiently. It’s also important to prepare them for every new release, too.

 

2. EVERY SECOND COUNS.

Never let your customers wait. The more quickly you respond to their problems, the more satisfied they are with your services. And once you can solve their problems efficiently, they are more likely to continue to use the products from your brand. That’s because they consider you as a reliable brand.

Also, provide your customer team with the tools they need to serve customers as efficiently as possible. With the help of useful and convenient tools, you can enormously reduce the time other customers must wait. It is also very important to let your working staff know that never to sacrifice the customer satisfaction for the speed of problem-solving. Thus, the good way is to resolve every problem completely.


3. SUPPORT CUSTOMERS AS A TEAM.

Customer service is a team job, and it is not just all your customer service team’s responsibility. The truth is that not every problem can be solved just by your customer service team. Ensure all your working staff work as a team. And join all your employees in the help desk software so that they can all offer their help during busy times. Highly technical cases sometimes can only be solved by experts, but it also matters that everyone needs to be ready and able to help out. If everyone is ready to help, then you will not worry when things get busy and your customers will also be impressed by your efficiency.

 

4. LISTEN TO CUSTOMERS.

Listen to your customers. It sounds like a cliche, but it really counts. Be patient to understand issues and how they influence the customer’s business. When customers feel that you value their needs, they are more willing to have an ongoing relationship with your brand. Get your customer service team ask more questions when communicating with customers. The interaction with customers about their questions about your product could be a great treasure. Product innovation could possibly be got from this. All these feedback can be collected and analyzed for the future product design ideas.

5. SAVE YOUR TIME ON TRACKING PROCESS

Online retailers often have to reply to the inquiries about the tracking info for their customers. It is a must-do but a very time-consuming part of their business. To resolve this problem, many third-party tracking platforms appear. One of the best tracking platforms is TrackingMore. Among all the features offered by it, shipment notification is one favored by numerous online retailers. With the help of the shipment notification function, customers can keep informed of the status of their parcels automatically. Thus, a large amount of time can be saved to grow business.

6. OFFER FRIENDLY, PERSONABLE SERVICE.

AI technology is more and more advanced, but people still want to have interpersonal communications. That’s because robots don’t have emotions. So, let your customers feel your care and friendliness. What finally matters is how you make people feel. Encourage your customer service staff to convey their emotions in their interaction with customers, whether through emails or phone calls. Simple sincere greetings would make a difference.

7. BE HONEST ABOUT WHAT YOU DON’T KNOW.

Honesty is the best policy. It might be a little embarrassed to tell what you don’t know, but the worst thing is your customers find that you should lie to them. And this will definitely ruin the trust and confidence your customers place in you. Actually, customers will consider you are reliable when you frankly tell the truth. What you need to do is to find the right person to solve the problem and keep your customers informed at all times. This will earn your customers’ respect and favor.


8. PRACTICE EMPATHY.

The key to delivering effective customer service also lies in your empathy towards your customers. Not just to get the appreciation from your customers, your empathy will differentiate you from your competitors. Always put yourself in the customers' shoes, especially in hard situations. 


9. IMPROVE AS YOU GO.

If you see the same issues happening, again and again, it’s time to improve your product or service. Or there is something wrong with your manuals. Go deep into what’s unclear and update your FAQs. Being clear about all your message can save you a lot of time from answering repetitive issues.