Your customer service needs enhancement. This isn’t necessarily due to any errors on your part but rather because there is a growing demand for improvement.
According to recent research by Microsoft, there has been a significant increase in customer service expectations in recent years. This trend is crucial for your profitability, as customers often decide on future purchases based on their customer service experiences.
It’s no longer sufficient to simply be adequate. To stay competitive, your customer support must consistently be superior. For businesses that predominantly operate online, the customer service representative might be the only human interaction a client has with your brand.
Surveys aimed at calculating your net promoter score can uncover urgent customer service problems that you may not have been aware of. However, instead of just putting out fires, strive to elevate your customer service from good to exceptional.
Here are some effective strategies to help you begin.
A mission is not just a statement; it’s a rallying cry.
Even if your business doesn’t possess a formal mission statement, it undoubtedly originated from an aspiration. Whether it was the vision to mobilize community efforts or to provide each customer with a steaming cup of coffee, that purpose should never merely be a statement. Your mission needs to serve as a call to action.
Foster and embody these mission-driven values at every level of your organization—not just on the customer service hotline or desk but also in sales, management, and personally. Your attitude toward customer support will yield long-lasting effects. It’s true that challenging customers exist, and some may seem difficult or impossible to satisfy. Instead of arguing their points, take a moment to breathe. Reflect on the reason you established your business.
Eliminate unnecessary responsibility transfers.
Ever experience calling or visiting customer service? The initial contact person can’t assist, so they pass you on to someone else, who also can’t help? Being “transferred around” can severely damage a company’s reputation. Clients’ time is precious—just as yours is.
Equip your customer service staff with thorough training. Grant them maximum responsibility to handle nearly every issue. Generally, employees feel more fulfilled in their roles when given more responsibility. Additionally, satisfied employees typically lead to lower turnover rates. When a situation exceeds an associate’s abilities, ensure they know exactly whom to consult for prompt resolution.
Own up to mistakes and take action—view issues through the customer’s lens.
Have you ever encountered someone who always emerges victorious in arguments? Perhaps they excel at debating, or they genuinely “know it all.”
More likely, they simply refuse to back down. They ‘win’ by wearing you out. Would you want to stay around such a person? Or do you try to avoid them?
Winning doesn’t always equate to success. Such an approach can harm relationships. In a business context, this could mean losing clients.
Make sure you or your customer service team recognizes the importance of listening and developing empathy for every client, no matter the situation. This isn’t to suggest that the customer is always correct, but by actively listening and genuinely caring about their concerns, you can gain the insight needed to reach a fair solution.
It’s not just about winning the debate. You aim to regain your client’s trust.
Break down silos and strategically allocate customer service resources.
Organizations often confine customer service representatives in one silo and their social media team in another. While a solo entrepreneur may never overlook a phone call, they could neglect their business’s social media presence for hours—or even days.
However, social media is an essential component of customer service. Many clients prefer reaching out through direct messages on social media, whether they seek specific product details or have questions about returns.
Bridge the gap between customer service and digital media. Ensure that your digital team collaborates with or is at least versed in customer service best practices.
Script and automate sparingly… and strategically.
As your business or department expands, you may notice that automation boosts efficiency. For instance, automated phone systems can reduce working hours while offering swift solutions for consumers. If your business receives a high volume of calls where 95% of them require a simple transfer to a specific department, automated menus can be incredibly beneficial.
However, keep in mind that for many businesses, a real person on the other end of the line is the only direct contact with your brand.
Automate only as absolutely needed. Likewise, try to minimize reliance on scripts by your team. Even the most skilled voice performer may sound mechanical and uninspired after reciting the same script for the hundredth time. Aside from legally mandated disclosures, ensure that customers always engage with an authentic, live representative in every interaction.
Anticipate and resolve customer service issues proactively.
Customers frequently don’t contact customer service until a problem has arisen. And here’s a surprising fact: you’re fortunate if they do reach out.
If a customer seeks assistance after experiencing a problem, it indicates they are at least still invested in your service. Many clients don’t reach out at all; they simply cease being customers.
When a customer makes the effort to contact your team, it is vital that customer service representatives are equipped to resolve their concerns. Moreover, they should do this with kindness, understanding, and professionalism.
Yet, exemplary customer service can mean that the most common issues don’t even arise initially. Stay attuned to recurring problems and pain points—they might include late deliveries or services, wrong order placements, or overpromise from a salesperson or marketing material. Map out the entire customer journey to identify where issues may transpire.
Keep the fundamentals of customer service in mind.
One foundational aspect of customer service appears to have faded in today’s era of scalability: the present customer is more valuable than the prospective customer.
Think about introductory offers. New customers often receive discounts and waived fees on everything from digital network providers to auto insurance.
But view these enticing offers from the customer’s perspective. “I’ve been timely with my payments for a decade. I’ve never lodged a complaint. I even purchased additional products. Why don’t I receive treatment as favorable as a new customer?”
While introductory offers may align with your growth strategy, don’t overlook existing customers. Enhance your customer service with loyalty initiatives and unexpected perks. For instance, have you ever received a thank-you card containing a discount code for your continued loyalty? If you have, it’s undoubtedly a business that stands out in your memory.
Emerging markets and cutting-edge technologies have transformed the way we conduct business forever. At times, we may become so engrossed in them that we lose sight of the larger picture.
Enhancing your customer service often requires you to step back, pause, and consider the broader context. Utilize innovative tools to deliver the same level of care and respect as we did in the past… or even better.
