1) CommunicationCommunication. Communication. Communication. Perhaps a little obvious but it is hugely important to ensuring that you – and by extension your entire team – are great at this if you want to deliver the best in customer service. Some of the key qualities of communication you’ll want to train your team in are:
- Positivity – keeping the client in a good mood
- Empathy – understanding the client’s position
- Providing a solution – and conveying the benefit of that solution to the client
2) ChannelsThe most popular customer service channels today include:
- Live telephone answering services – often preferred to other channels for clarity and security reasons. The most important things to get right when delivering customer support by phone are a positive tone of voice, speed, repetition and note-taking to avoid confusion and provide a clear outcome.
- Email – email is less personal and doesn’t require a customer to talk on the phone. This is something which more and more people are starting to prefer – especially if it means avoiding waiting on hold. Consider implementing some sensible automation practices to increase the speed of your email responses. But be wary of coming across as too dismissive by doing so.
- Live chat services – live chat keeps things simple, conversational and responsive. Like emails, allows you to attach files of useful information rather than repetitively writing the same details. It’s the most popular customer service channel with most consumers for these very reasons.
3) RetentionRetaining your customers is much better for your bottom line than spending more money to acquire new ones. Excellent customer service plays a key role in retaining as many clients as possible. A clear complaints procedure is vital to accomplish this. This is especially true in the digital age. Today, reviews and comments which report negatively on your services can quickly damage an online reputation. Your complaints process should always include clear guidelines for:
- How far your support team can go in expressing their goodwill.
- What your support team can do for and offer unhappy customers.
- Your online review management process.