5 ways to improve customer service?

25-05-2022

5 ways to improve your customer service

With globalization and an almost unlimited number of internet services, the power of market control has shifted from corporations to consumers.


This change makes it almost impossible for companies to maintain differentiation based mostly on price or quality. Customer service is becoming one of the most dominant elements in attracting and retaining customers and developing a competitive advantage.

Today, consumers decide.

Consumers want personal and interesting experiences that develop into more loyal relationships with brands.

Research provided by RightNow reveals what consumers want from the brand and how quickly they would change their go-to brand:

  • 86% of consumers will pay more for better customer service

  • 89% of consumers switched to another brand due to poor customer service experience of the previous brand

  • 79% of consumers who complained about poor user experience were ignored

 

According to the CEI (Customer Experience Impact Report), what attracts consumers the most with a brand is:

  • 73% kind customer service representatives

  • 55% ability to easily find information or help they need

  • 36% personalized experience

  • 33% brand with a good reputation

Based on these answers, we can conclude that choosing the right staff is the most important element for successfully attracting and retaining consumers.

Next, brands must provide easy access to information and timely customer support. Brands also need to create personalized experiences. This includes knowledge of what customers have bought in the past and problems with the services they have had.

Positive engagements create long-lasting, loyal relationships, and this is so important because consumers are willing to pay more for the product this way.

Not just individual organizations, but entire industries can benefit significantly and increase revenue by improving the user experience.

For example, by investing in customer services, the United States aviation industry generated additional revenue of $ 8.94 billion in 2019.

In addition to the above, we share additional 5 ways to improve your customer service:

1. Listen, ask and act compassionately

Keep in mind that your customer is already frustrated enough as soon as he decides to pick up the phone and contact your customer service. Driven by previous ‘dissatisfaction’, they expect to have a negative telephone experience. This is an opportunity to turn the thing in your way and act on it by doing your best to allay their concerns and give them all the information they need.

2. Send them an email or message for updated information

Put yourself in the shoes of your customers. We’ve all had those experiences, where we’re in a position to call companies to see if the problem is solved. By sending a simple note at the end of the day: “We are still investigating the problem and hope to have a solution as soon as possible – thank you for your patience”, you can express your responsibility to your clients.

3. Create a frequently asked guide

To improve and automate your technical support, creating a FAQ will help your customers greatly. More than 80% of problems and issues are recurring, so creating this guide would automatically solve most of the problems and save you time.

4. Add feedback surveys

This is not just a great customer support practice, but it’s also a great sales tool and doesn’t necessarily require a long list of questions. Ask two simple questions: ‘Would you recommend us to a friend or colleague?’ and ‘How would you rate your experience with us from 1 to 5?’

This information is considered one of the most important indicators of a company’s success.

5. Set high standards for staff

Make sure your staff understands how valuable their role is and how seriously you take their contribution and customer service skills. Set standards for what is expected and be clear about why it is important that staff, for example, are always kind, accurate, positive, and support other team members. Setting clear expectations will help staff members feel confident that they are doing their job well.

 

Here are some inspirational quotes of customer support:

‘’Take care of associates and they will take care of your customers.’’

J.W. Marriot – former chairman of the Board Marriot International

 

‘’Your most unhappy customers are your greatest source of learning’’

Bill Gates – Microsoft Co-Founder

 

‘’Good customer service starts on the inside with the company’s culture.’’

Shep Hyken – Customer service and experience expert

Conclusion

Many business owners make the same mistake – they forget that quality customer service is the key to success and requires constant attention and improvement. Therefore, you strive to improve the skills of your customer staff, motivate them and decide the needs of your clients. In this way, you will create a competitive advantage and most importantly, build the loyalty of your customers.

 

The good news is that this goal can be achieved. 🙂

You don’t have a website? Use the exclusive opportunity to build your own custom website, quickly, with ease and starting from only 9$. Now is the time to unleash your potentials and adapt a website to your specific needs. Choose the right template and start building your online presence. Let your business future start with DIY.

5 ways to improve customer service?

25-05-2022

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5 ways to improve your customer service

With globalization and an almost unlimited number of internet services, the power of market control has shifted from corporations to consumers.


This change makes it almost impossible for companies to maintain differentiation based mostly on price or quality. Customer service is becoming one of the most dominant elements in attracting and retaining customers and developing a competitive advantage.

Today, consumers decide.

Consumers want personal and interesting experiences that develop into more loyal relationships with brands.

Research provided by RightNow reveals what consumers want from the brand and how quickly they would change their go-to brand:

  • 86% of consumers will pay more for better customer service

  • 89% of consumers switched to another brand due to poor customer service experience of the previous brand

  • 79% of consumers who complained about poor user experience were ignored

 

According to the CEI (Customer Experience Impact Report), what attracts consumers the most with a brand is:

  • 73% kind customer service representatives

  • 55% ability to easily find information or help they need

  • 36% personalized experience

  • 33% brand with a good reputation

Based on these answers, we can conclude that choosing the right staff is the most important element for successfully attracting and retaining consumers.

Next, brands must provide easy access to information and timely customer support. Brands also need to create personalized experiences. This includes knowledge of what customers have bought in the past and problems with the services they have had.

Positive engagements create long-lasting, loyal relationships, and this is so important because consumers are willing to pay more for the product this way.

Not just individual organizations, but entire industries can benefit significantly and increase revenue by improving the user experience.

For example, by investing in customer services, the United States aviation industry generated additional revenue of $ 8.94 billion in 2019.

In addition to the above, we share additional 5 ways to improve your customer service:

1. Listen, ask and act compassionately

Keep in mind that your customer is already frustrated enough as soon as he decides to pick up the phone and contact your customer service. Driven by previous ‘dissatisfaction’, they expect to have a negative telephone experience. This is an opportunity to turn the thing in your way and act on it by doing your best to allay their concerns and give them all the information they need.

2. Send them an email or message for updated information

Put yourself in the shoes of your customers. We’ve all had those experiences, where we’re in a position to call companies to see if the problem is solved. By sending a simple note at the end of the day: “We are still investigating the problem and hope to have a solution as soon as possible – thank you for your patience”, you can express your responsibility to your clients.

3. Create a frequently asked guide

To improve and automate your technical support, creating a FAQ will help your customers greatly. More than 80% of problems and issues are recurring, so creating this guide would automatically solve most of the problems and save you time.

4. Add feedback surveys

This is not just a great customer support practice, but it’s also a great sales tool and doesn’t necessarily require a long list of questions. Ask two simple questions: ‘Would you recommend us to a friend or colleague?’ and ‘How would you rate your experience with us from 1 to 5?’

This information is considered one of the most important indicators of a company’s success.

5. Set high standards for staff

Make sure your staff understands how valuable their role is and how seriously you take their contribution and customer service skills. Set standards for what is expected and be clear about why it is important that staff, for example, are always kind, accurate, positive, and support other team members. Setting clear expectations will help staff members feel confident that they are doing their job well.

 

Here are some inspirational quotes of customer support:

‘’Take care of associates and they will take care of your customers.’’

J.W. Marriot – former chairman of the Board Marriot International

 

‘’Your most unhappy customers are your greatest source of learning’’

Bill Gates – Microsoft Co-Founder

 

‘’Good customer service starts on the inside with the company’s culture.’’

Shep Hyken – Customer service and experience expert

Conclusion

Many business owners make the same mistake – they forget that quality customer service is the key to success and requires constant attention and improvement. Therefore, you strive to improve the skills of your customer staff, motivate them and decide the needs of your clients. In this way, you will create a competitive advantage and most importantly, build the loyalty of your customers.

 

The good news is that this goal can be achieved. 🙂

You don’t have a website? Use the exclusive opportunity to build your own custom website, quickly, with ease and starting from only 9$. Now is the time to unleash your potentials and adapt a website to your specific needs. Choose the right template and start building your online presence. Let your business future start with DIY.