Nowadays, it is quite challenging to run a business because we live in a free-market economy, so we have to fight along with a lot of competitors to survive. Here are four ways to stand out from the crowd to help you deliver excellent customer service.
- Know Clearly about Your Product/Service
Generally, customers will abandon a brand if the employees are not knowledgeable about their own product. In order to prevent any negative consequences, spend some time organizing training or coaching for your employees to make them learn everything about the product. It is important to provide a knowledge base for the employee with the main concept, ideas and FAQ so that they will be able to respond to the customer questions immediately.
The company can organize the training sessions as a contest and offer some benefits as a reward so that it will motivate and encourage the employees to work harder and strengthen their fighting spirit.
- Know Your Customers
You have to know your clients well to target the right audience, conduct re-marketing campaigns, and improve customer retention. But why is it so important for customer experience?
The thing is, in most cases, clients have to deal with multiple customer support representatives. Unfortunately, not all of them know the customer’s history well and can provide instant help. It’s been proved that 89% of clients get frustrated and consider changing the service if they need to repeat their issues to several CSRs (Source: Accenture).
- Listen to Your Customers
Listening to your customers is the best way to know your customer experience so that you are able to provide instant help that keeps them happy and can also go a long way in terms of keeping your company on their radar for future business. Remind your employees that they are people in the first place; thus, they should never remain indifferent to customers’ feelings and issues.
- Solve the Problems Fast
Customers expect an immediate reaction and solution to their issues. A survey shows that most consumers always mention a quick problem resolution first when they describe excellent customer service. Moreover, a lot of clients are even ready to pay for faster service. Therefore, the faster you respond to your customers, the better chance you can maintain your customers.
- Build Trust and Credibility
To create a personalized customer experience, you need to have more information about your clients. This includes some personal data (location, age, preferences, etc.), which clients are usually not willing to share. Yet, if you create an atmosphere of trust and build your credibility in the eyes of your consumers, it’ll become possible. If you manage to build trust and credibility in your brand, the customers will be more eager to share their positive experiences with other people. Once you build trust, you’ll get a higher customer retention rate and much more new clients!
A bad experience is driving clients away and fast. The importance of excellent customer service can’t be overestimated. That’s why you have to spare no effort to improve your clients’ experience with your brand.
-By Sundy Sous
Sources : https://nethunt.com/blog/20-ways-to-deliver-excellent-customer-service/
https://www.superoffice.com/blog/five-ways-to-deliver-excellent-customer-service/
PwC : https://www.pwc.com/
Accenture : https://www.accenture.com/us-en
Genesys : https://www.genesys.com/cloud-platform