Quality customer service is the cornerstone of any successful businesses. So, it makes perfect sense that every business owner wants their staff to deliver the best customer service possible. Are your employees already providing excellent customer service to your customers? Or, are there areas where they need a little touching up?
Regardless of your exact circumstances, there is always room for improvement. Giving your workforce the tools, resources, and inspiration to deliver quality customer service is a sure-fire strategy to help keep your clients happy and loyal for years to come.
What can you do to train your staff to provide the kind of service that really wows clients? Here are three tips to help guide you.
1. Hire problem-solvers
Quality customer service is really just good problem-solving. If you want to deliver good customer service, you need to hire people who are interested in helping others and who actually enjoy solving problems.
Make sure your job description and interview questions focus on the characteristics associated with good customer service and critical thinking. Look for candidates who communicate and listen well, who have exceptional time management skills, and who demonstrate empathy, attentiveness, and patience. They should also have the ability and interest needed to learn about your company and its customers.
Your business should be able to dramatically improve its customer service ratings simply by hiring with these skills in mind.
2. Empower employees to solve problems on their own
Hiring problem-solvers does no good if you don’t empower the staff to actually solve the problems that customers have.
Every company has its own unique set of policies, but beware of creating such a rigid structure that your staff can’t provide a quality service. Whenever you can, give your customer service representatives (CSR) the leeway to solve a customer’s problem within the guidelines you’ve provided them. Empower them with the responsibility and flexibility to find creative or alternative solutions to issues when they come up and without having to get your sign-off on every small thing.
For instance, if the business makes an error on a long-time customer’s purchase, give frontline agents the freedom to offer a one-time incentive to make it up to them. It could be as simple as free shipping or a 10-percent discount on their next purchase. You could cap any incentives at a certain dollar amount, say $15-20, and let your staff know that anything over that amount will require approval. Something like this can go a long way toward keeping customers content, without adding to your load or hurting your budget.
3. Encourage active listening
Listening is possibly the number-one skill required to deliver high-grade customer service. Prepare your representatives to listen well by reminding them to let their customers finish their sentences before replying. Customers want to feel like someone genuinely cares about their issue and is there to help them.
Another tip: Have employees repeat back to their customers what they heard when discussing a problem. This allows the customer to clarify what is being discussed and helps them feel heard.
Listening, especially when it’s something you don’t want to hear, can be hard work. This is even truer when dealing with grumpy customers. But the rewards for listening well are endless when it comes to keeping customers satisfied.
Coach employees to understand that, through active listening, they have the unique chance to turn unpleasant situations into positive ones – for the customer, your business and their own sense of personal satisfaction.
Using these 3 tips you can provide world-renowned customer service to your customers. If you are looking for a call center please click here to learn about SurgeContact, a call center solution that scales as you do.