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There’s no two ways about it. All customers want an unbelievably good customer experience. Without a robust customer-centric culture, where timely resolutions of issues are the norm, a business leaves itself vulnerable to the wrath of angry customers.
But how can businesses ensure that?
Check out these 25 hot customer service tips to give you an idea:
A smiling face is sure to make your customers feel welcomed.
It sets the tone of conversation, makes you more approachable. A practical example of this is the Walmart 10 Feet Rule. Sales executives approach any customers within a 10 feet radius, smiling and offering assistance. It’s a tactic that has won them industry accolades.
Good customer support comes from mixing technology with the human touch. Several tools and software programs are available to enhance the customer experience.
Live Chat can create a neutral ground where the support team and the customer can enter into in-depth interaction.
These features enhance interactivity, accelerating problem-solving. With the right tools, you can keep your customers happy!
The days of sitting around twiddling your thumbs and hoping to hear back from an email have gone. A Forrester Research study showed:“44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.”
Consider the benefits of the following features:
Screen sharing: Easily talk a confused customer through site navigation with screen sharing. Temporary screen access allows an agent to control it on their behalf.
How good is than that!
Co-browsing: Co-browsing allows agents to interact with customers by using their web browser. Trouble placing an order? No worries, the agent can show them how to order in the browser. Small features can make a big impression.
Instant messaging, video Conferencing, calling facilities, all these make life easier for customer and agent alike. Acquire (along with a few other live chat plugins) can implement all of the above even on a WordPress site.
Helpdesk & Ticketing tools, capture, convert, and resolve customer queries from one unified, centralized platform.
Keep track of past customer conversations so you can pick up from where you left off. Convert these conversations into an actionable ticket, assigning them to the right department, defining SLAs, and setting levels of priority. You can even include other team members for collaboration. And all of this in a matter of seconds!
When using CRM tools well, make use of the data available to deliver a tailored experience. You can wish a customer happy birthday. Take the chance to bring a smile to their face.
CRM tools speed up response time. Everyone can be happy about that.
CRMs which are integrated with a unified communications platform which gathers all the messages from emails, chats, SMS, voice calls in one spot do an even better job at improving internal and external communications.
This is essential. How else can you ensure that the latest information is available? Remember, a website is the online face of your company, so don't compromise on quality. One of the easiest ways to improve the usability of your website, removing any frustrations and improving your overall customer experience, is to A/B test different versions of your key pages. By doing that, you can ensure your customers have easy access to the most important information.
There’s no substitute for a positive attitude. Enshrining this within company practice helps avoid conflict. Take Apple for example. A very specific set of employee guidelines detail a firm belief that a positive attitude is integral to good customer service.
The customer experience runs right through to the last impression. Never get complacent!
Remember to leave the customer with a smile on their face. A simple ‘have a good day’ may seem obvious, but it can leave a strong lasting impression.
A nonchalant approach is not an option.
Rivals are waiting to pounce and steal away any unhappy customers. Keeping a smile on their face is vital, and dealing with complaints and queries efficiently does just that. To give you an idea of what that means, most customers think companies should respond to an e-mail within an hour.
The customer is not always right! They’re human. Maybe they have the wrong information. But when it comes to correcting them, the right approach is vital. Be understanding. Say you are happy to help. Remember you are educating them not arguing with them.
Sir, I would be more than happy to help you in this regard; however, I am very sorry to inform you that you have the wrong information. Leave the customer open to accepting the correct information. Most importantly, keep the sale alive.
Straight out the Customer Support Rule Book. Whatever the issue, whatever role your company played, apologize customer, credit card didn’t work, say you’re sorry for their inconvenience.Product doesn’t work, First stop, apologize. 3rd party delaying a shipment, Apologize!
When a customer is upset, you must always apologize. American Express know the value of a sincere apology
From the very start, listen. Customers reach out to be heard, to hear them out. Don’t interrupt.
Listening is a great way to learn. Keep your ears open, and you never know what vital information you may glean. Maybe it will prove the difference between solving, or not solving the problem. If you don’t listen, you’ll never get to the bottom of things
Loads of businesses provide loyalty cards and memberships to their regulars. These rewards and incentives profoundly impact a customer’s view of your business.
If you want happy customers, reward them. Make them feel wanted with incentives and bonuses recognizing their loyalty. Amazon’s Prime Membership is a good example.
Customers feel valued by feeling heard. Highlight them or their views on the website. They will feel proud to be doing business with you
When customers call you, they have a real problem to address, and they expect it to be addressed quickly. A sloppy, slow workflow will put customers off. Without a timely solution, there’s a danger they will look elsewhere.
Customer service agents speak on behalf of the business. When an agent says no, the business is saying no. No is never a legitimate final answer. Situations could start with a “no” or we “don’t know”, but as they unfold, the final answer should always be a positive.
Instead provide alternatives. If something is not available, find another viable option.
“Sorry sir, we don’t over your area. Would you like me to transfer your call to a restaurant that does?”
Customer issues should always be resolved one way or another.
We’ve talked about wasting a customer’s time, but what about wasting your own?
A timely resolution means
An efficient team stops the queries building up. Take a look at Verizon’s 24x7 and 365 Days Premium Support.
Don’t forget that live chat is a big step towards solving problems quickly.
Only 20% of businesses are able to solve an issue at the first opportunity. That means that 80% of businesses need at least 2 attempts!
This is simply not on. Customers expect a problem to be resolved in one interaction. Redirecting calls through better IVR options, connecting with the right people, and training your team makes this possible. Don’t condemn customers to be bounced around forever.
14. Train staff to understand and believe in your products
Clueless support agents are a customer’s worst nightmare.
Avoiding this, means properly training your employees. Give them the confidence and tools to resolve any problem.Training and development programs must cover how to deal with issues, talk to customers, and resolve problems. Before they can be expected to deal effectively with customers, an in depth understanding of the product is needed.
15. Show empathy
Empathy is what will make your customer support team stand out. This understanding forms a strong basis for resolutions all parties are happy with. In a real-time environment, demonstrating empathy needs to be the default approach.
A certain phrase here and there can make a customer feel more at ease:
“I know how important the product is to you.”
“We understand your position and know how confusing it can be.”
“We know how upsetting this must be.”
Building rapport becomes much easier when showing empathy.
People love staying in the loop. Keep customers updated with progress, especially if there is a prolonged delay. Always manage their expectations.
If there is a change of plans, explain the reasons. Business growth relies on providing constant updates for your buyers.
Only 21% of support staff ask for a customer’s name, according to research conducted by Contact Point Client. A big opportunity is being missed here. Customers like being called by their first name. It creates a connection and sense of familiarity.
However,if you are a cold-caller doing random marketing, avoid using first names!
Thank you. So simple, but so powerful. It goes beyond simple courtesy. A thank you at the right time helps build trust.
It starts small.Thank customers for providing their information. Thank them when they are being transferred or put on hold. When signing off, a thank you for calling goes down a treat too!
It’s estimated that on average, an American household holds membership to 14 schemes in any given year, but trade with only 7 of them regularly.
Customers like to be recognized for their loyalty. Rewarding loyal customers should always be at the forefront of your mind. A robust loyalty program is needed to do this.
Take the successful Virgin Atlantic loyalty program as an example.
After all, new customers will become your next generation of loyal customers if you play your cards right. Offer a small gift on joining. Give them a discount. Send them an email thanking them for joining. You can even send cards and messages from some platforms, How about a gift pack? Something small yet significant to remember you by.
Of course, there is no better way to get new customers than by having a great product in the first place!
Social Media Will Transform Customer Service: Lisa Wirthman, Journalist
Social media is a must when it comes to fielding customer complaints and queries. Even the multinationals do it. Check out Whole Foods Market.
Some companies resolve issues almost entirely on their Facebook,Twitter, YouTube, and Instagram. They are all legitimate vehicles for troubleshooting.
According to a survey by Nielson, nearly 50% of customers use social media to raise concerns.They expect a quick resolution. You must take social media seriously. It’s too big and too powerful to ignore.
How you can use social media?
Half of your customers will demand a presence on social media. Can you afford to miss out on that?
Social media reduces the gap between company and customer. Tweeting about the product or service, or engaging through other routes provides a richer experience for the customer.
Reply individually to comments, tweets and the like. Make them feel special, part of a community. It’s a sure-fire way to get customers holding your company close to their heart.
Announce and promote new offers. Sharing information with customers is just a click away with social media.
This is one of the most important customer service tips: successful businesses always do something extra to keep their customers happy. Sometimes you just have to go the extra mile. How about throwing in a discount coupon just to apologize for an inconvenience?
Samsung scored some epic points with their response to a dragon-related request for a free Samsung Galaxy S3 phone.
Stories like these show how a brand can put out a personality, allowing them to connect with the public.
See another great example of walking the extra mile from the stables of the Ritz-Carlton.
Day 1: Your team exhibits enthusiasm and courtesy.
The team offer discount coupons.
Your team has a negative attitude throwing out absurd charges to customers.
No no no. Consistency is key when delivering the best support. Make sure a positive attitude is an ever-present.
That said, there is always room for improvement.If you need to change, then do. Just make sure it is for the good
24. Support should be cross-departmental
With a holistic approach to customer service, collaboration leads to efficiency, improving turnaround times.
A cross-departmental support structure means:
Creating an emotional bond with customers is tough. Gaining trust means understanding a few things:
With all these in place you stand a much better chance of forming meaningful bonds and increasing loyalty.
Follow these 25 customer service tips to ensure your customer team provides an efficient service. Treat customers well, show empathy and keep smiling. Before you know it, you will have not only happy customers but a happy business.
Your strategic and tactical playbook for running customer support in the era of the modern consumer.