Kind words are worth much and cost little. This creates opportunity: when you can’t out-spend the competition, the solution is to out-support them.
Here are 14 tips from the support documentation of world leaders in providing best customer service. I hope these will help you in improving your customer service.
- Practice sympathy, Patience, and Consistency: Some of your customers will be full of queries, some just chatty, and others plain mad. You must be ready to handle all of them and provide the same level of service every time.
- Good customer Service may be a Continuous Learning process: Every customer is unique and each support situation is totally different. In order to handle surprises, sense a customer’s mood, address new challenges consequently, you've got to be willing to stay learning. Strive to have a deep understanding of your customer’s challenges and still search for better ways to deal with them.
- Train customer service agent for understanding product detail: The training and development program must cover all aspects of how to deal with issues, talk to customers, and resolve problems. Apart from that, your team should believe in and understand your product before they are sent out with the task of pacifying a customer. If your team does not know the product or the service well enough, then they will not have enough knowledge to tackle an issue.
- Solving a problem as soon as possible: When customers complain, your team must acknowledge the issue quickly and try to resolve it timely.
- Use technology to assist them: Customer support can only be performed accurately if we mix the technology with the humanistic approach.
- Add live chat to your website: Live chat can help your customer support team to interact with the customer in depth so that the customer can get resolved his queries easily.
- Use customer service templates: It’s important to keep your standards high and your response times low. Don’t waste keyboard strokes for every basic and common question. Build professional templates so you can respond to customer with ease and professionalism.
- Maintain a positive attitude: It is very important that your team keep a positive and bright attitude when managing your customers. If you maintain an accommodating and inviting attitude, then you will easily avoid conflicts.
- Apologize for any inconvenience: Whatever the issue, and whatever role your company played in the issue, you need to apologize to the customer. If the consumer’s credit card did not work, tell them you’re sorry for their inconvenience or that it happened.
- Listen to your customer: One of the simplest ways in which to serve your customer is by listening to them from the beginning. Most customers contact or reach bent on your support team to when they want to convey a message or a problem. Therefore, the first and most important thing you can do is to hear them out completely.
- Never say “I don’t know”: When your team represents your business, they need to speak as if the business itself is speaking. So, once an executive says “no”, Customer instantly diminishes the value of your business. “No” isn't an answer. If a customer is facing a difficulty, then your team should try and resolve it, one way or another.
- Admit your mistakes: If you mess up, admit it, even if you discover your mistakes before your customers do. Admitting you messed up builds trust and restores your customer’s confidence in your service. It also allows you to control the situation, re-focus the customer’s attention, and fix the problem.
- Follow up after a problem is solved: Follow up with your customers to ensure their issues were resolved properly and that they were satisfied with the service. Give them a call, send them an email etc.
- Always close conversations correctly: Every conversation you close with a customer should end with you saying “Is there anything else I can do for you today? I’m happy to help!”
Everyone should be feeling the customer’s pain points. When your whole company is encouraged to be involved in customer service, knowledge of problems, bugs, and features becomes illuminated for the entire team. There’s no faster way to make improvements that drive your business forward.