It would not be far-fetched to say that a customer service team is the soul of any modern business. Why? Because it creates a direct link with the buyers – a link, which if not maintained properly, could very well spell the doom for the entire enterprise.
You see, consumers have gained unprecedented power in today’s economy. Their say can make or break a business’s back. That is why having a department that communicates with the people heads on, addresses their grievances about a particular product or service, and responds to their queries in any stage of the journey is almost critical.
In other words, customer service leads to business growth, and no one can say otherwise. This post is designed to show you the ways by which you can improve the customer service of your venture and bring in even greater prospects with a dash of satisfaction and customer loyalty. Read on.
Land a Solid First Impression
The way you interact with the customer initially sets the tone for the entire experience, which could go great or turn into a nightmare if not handled right. A customer service representative is responsible for maintaining a business’s image and for extending its values.
So, be sure to train your agents in such a way that they put their best foot forward while introducing themselves and their respective products/services. Take a leaf out of Charter’s book, for instance, when it comes to first impressions. The company has executed its Spectrum internet customer service in such a way that it has received a better-than-average 3.9/5 rating on support and overall satisfaction by its customers.
Don’t Hide Behind an Email
It is very easy to sideline particularly irate, chatty or inquisitive customers with a ready-made email template, which doesn’t help them much, but at the least, saves you from a frustrating conversation. This practice drives away potential clients and leaves a damaging image of the company in the eyes of the customers.
Ideally, your customer service representatives should be:
A. Eager – Actually willing to help people with their problems over phone calls, which trump emails in any case.
B. Adaptable – Able to tackle all kinds of customers, sense their moods and handle them accordingly with the best strategy.
C. Thick Skinned – Ready to accept blame or own negative backlash that the customer throws at them with a calm demeanor instead of dodging it.
D. Focused – Manage complaints, queries, and requests in an organized and time-effective way, so each customer can feel ‘heard’.
E. Proactive – Responsible enough to return calls and productively lead towards problem resolution.
So, by training your agents to handle every customer one-on-one over the phone, you can build a great rapport for your company, as Charter has with its regulation of Spectrum customer service number and standardization of support procedures.
Engage with Proper Etiquette
It is up to you how customer engagement goes. A single misstep can lose you a lead. So, make sure that your customer service reps respect the etiquettes of conversation, whether it is conducted over a phone call or in-person, via email or through social media platforms. As an example, call the Spectrum phone number and speak to their agents. You’ll realize that not only are they active listeners, clear communicators, knowledgeable and empathetic individuals, but they also address the customers by name to create a personal link and turn the whole interaction into a memorable experience.
Follow-Up to Show You Care
Businesses are often associated with cold, automated machines that are in it for the profit only. It is for this reason that many customers hesitate to place their trust in a company. You can turn this vibe around by humanizing and personalizing your customer service.
One of the best ways to do that is by creating a solid follow-up program. When your representatives leave a follow-up message with the buyers, post-purchase, asking if the bought product/service is living up to the promise, it shows that you care about their experiences even after the journey’s been concluded and the cart emptied.
This gesture inspires them to refer to your company again, become loyal customers, spread the good word and ensure revenue generation.
Customer satisfaction has an undeniable importance in your business’s success. A low satisfaction bar hurts customer retention. Fortunately, you can follow the tips mentioned in this post to improve your customer service team and ensure a future filled with prosperity.