“Courteous treatment will make a customer a walking advertisement”: J.C. Penny
Corporations around the world spend billions of dollars on advertisements every single year. In the United States alone, companies will spend nearly $200 billion on ads this calendar year, and that figure is set to increase by 10% by 2018.
With such staggering numbers, perhaps companies should change their policies and spend more time and resources on customers themselves? Following the logic of J.C. Penny’s quote, organizations— whether young or old, small or big— can invest more money into providing better and more impactful consumer treatment to all buyers.
76% of shoppers agree that consumer support shows the actual color of a company. Hence, it is pivotal that firms provide superior customer care.
Still confused as to how to provide excellent customer support? Here are our five tips on how you can do so correctly.
1. Tools and software make the process a breeze.
45% of adults in the United States will cancel their transactions if they do not get prompt answers: Source
We create technology and tools that make our lives easier and solve our problems faster. As companies look for new and more expedient ways to interact with their shoppers, it is not a surprise to see that innovative firms are regularly developing new software and tools in the domain of consumer aid.
Technology can empower your team to engage in meaningful and profound conversations with your clients. In addition, users can make the most of these technologies to correctly convey their issues.
Support teams can use several tools, the most prominent being live chat, automatic callbacks, self-service sites, ticket-generating systems and customer relationship management (CRM) systems.
Tools like Tagove Live Chat are becoming ubiquitous on websites because of the features they provide to all parties involved. A live chat includes real-time video chatting, conferencing and co-browsing. Such tools can help consumer support teams troubleshoot and demonstrate their products and services more efficiently than they could with multiple emails or via the phone.
Companies also use prominent CRM programs to manage their customer databases and interactions. CRM programs allow the organization’s staff to automate, organize and synchronize the marketing and support system in a bid to provide a flawless user experience. Thanks to the database management features they provide, most users consider Skyward CRM, Salesforce CRM, and Zoho to be very compatible.
Your support team can provide timely service to all of your clients quite efficiently with the use of these tools and software.
2. Respond to all problems and try to solve them quickly.
More than 40% of shoppers look for quick email replies from companies: Forrester Research Inc.
Speed is the most important aspect of providing competent consumer support. Promptness is essential, as shoppers hate when quick service evades them. Delays alone are enough to cause companies to lose sales numbers.
In today’s modern world, generating a quick reply should not be a huge problem for your support team. There are several methods and channels that your team can use to link up with customers. To start, you can ask your support structure to monitor your social media pages because many users dish out their frustration on them.
You can also empower your team to make decisions so that they do not have to refer cases to their superiors. In addition, you can even enhance your IVR system so that customers can have a better experience when they call you.
According to Frost, 41% of users hate it when they are placed on hold.
Therefore, keeping shoppers on hold or frequently transferring their calls is not an option that your support department should consider. It’s most beneficial to all parties to solve cases quickly. For instance, when you serve the client quickly, you solve the case fast and your team moves on to the next file.
Check out how swiftly and efficiently JetBlue Airways pacified a customer when his on-air entertainment system did not work. Please note that everything happened in one day!
3. Maintain a positive attitude and be kind to your consumers.
89% of shoppers will ditch you for a rival if you provide them with a negative experience: Source
Buyer interaction is either is the result of confusion or a problem with your product or service. Mumbo jumbo accompanying a cold attitude is the last thing your callers want to hear from your team.
Remember—you only have one chance to create an excellent first impression, so make it count.
If you accommodate your customer with your positive demeanor, then it doesn’t matter what the problem is because that particular user will feel appreciated. Many say that positive language opens up bridges to a constructive consumer experience. Your team can start by greeting your customer politely and following up by asking the user’s name.
Your team can then refer to the person’s name throughout the remaining conversation, emphasizing what CAN be done for them rather than what CANNOT be done. Additionally, when making requests with respect to a customer ID, account number, etc., your team should ask convivially. Emphasizing ways to make the process faster and more efficient for your customers is always a good idea as well.
Avoid statements like, “Please keep your ID ready as, without it, we cannot process your request.”
Delete words such as cannot, will not and do not from your vocabulary. Appropriate team training allows your staff to emphasize providing your customers with a pleasant experience when they reach out to you.
One of the best ways to provide a good customer experience is by taking care of your employees first. If they are happy, then there is a good chance that they will transfer that positivity back into their work too.
4. Do what you say and fulfill your promises.
Delivering what you promised is the most basic habit that your company and your support department should practice. Several instances in the past reflect the failure of support executives to deliver per expectations, regardless of their commitments. According to this study, most firms only fulfil their promises half the time.
Even though firms (80% of them) might say that they dish out fantastic customer support, only a few (8%) who do business with them agree. Source
It is vital that organizations take consumer support seriously. They need to honor the commitments they make. Failure to provide what you promised will result in your company certainly losing a user for good. In business, and most especially in customer service, you must not break your promises, regardless of the situation or reason!
Empower your team to deliver on and to honor the promises they make.
Remember, it all starts with the little things. If you commit to calling your customer back at 5 P.M, then be sure to pick up the phone at 4.59 P.M.
5. Go the extra mile and deliver the unexpected.
Training your team to create a customer-centric environment might be just what your company needs. Sometimes, you have to give your executives the freedom to go the extra mile just to make a client happy.
It does not matter what “extra” thing you do. It might be as simple as quickly and unexpectedly resolving an issue or waiving a late-payment penalty fee. Whatever it is, doing something unexpected could win you a loyal customer in return!
Delight and surprise your buyers by making them feel special so they will shop with you again. Your support team can pay a little more attention to your shoppers and listen to what they need or require.
In this scenario, Samsung very cheekily provided something extraordinary. Or see what Sainsbury did when a little girl offered them a piece of advice. Best of all, this tale from Gaylord Opryland will surely exceed all of your expectations!
Stories like these always bring a smile to people’s faces. They help corporations appear more human and less robotic.
In the words of Sir Richard Branson:
“The key is to set realistic customer expectations and then not only to meet them, but to exceed them – preferably in unexpected and helpful ways.”
Providing top-notch customer service needs to be your company’s core priority. The more seriously and earnestly you take the customer service process, the better your chances are of having an edge by creating loyal and returning customers.
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