6 Tips for Improving Your Customer Service
Great customer service is the most direct way to build relationships and generate repeat business. Bad customer service, on the other hand, can destroy those relationships permanently in an instant. It’s crucial to make sure your staff practices the fundamentals and always strives to improve. Here are some tips that will help them (and you) succeed.
Develop and Strengthen Key Skills
To provide great customer service, the employee must be knowledgeable, empathetic, patient, and consistent. They must also be clear communicators with great work ethics and thick skins. These are the core skills that employees must be trained to ingrain in their work every day.
Identify Potential Weaknesses by Examining Every Touchpoint
A touchpoint is any step in the sales process where a customer might decide if they’re going to buy. From online research to the appearance of your storefront to the way they are greeted and how they are treated, every touchpoint could be make-or-break. Examine them all honestly. If you see weaknesses, work to address them.
Strive for Higher Quality Interactions
A great customer service rep knows how to genuinely take interest in a client and can exude confidence in their knowledge of products and the ability to solve problems. Some people are born with an innate ability to do this; others must be taught. Always push to make these interactions memorable. Roleplay, work on key talking points and a basic interaction guideline and timeline to improve their quality.
Improve Your Service Strategy
It’s important to make sure customers know you want to serve them beyond the sale. You’re in the lifelong relationship business, even if you’re in the retail business! Make sure you’re available to help customers over the phone or online if they need help with your product. Show that you’re willing to go the extra mile anywhere you can.
Be Aware of Employee Morale
Remember that customer service can be tough. You need to keep an eye on your employees and make sure they’re not feeling burnt out or abused. One weak link can break the chain in customer service, so always look for opportunities to compliment, coach, and keep your staff engaged.
Make sure your customers have a way to tell you what’s working and what isn’t. It’s easier than ever through online survey sites and social media, and it’s the most honest evaluation you can get.
Great customer service takes well-trained people with excellent attitudes. Use these tips to build a support system that will help them succeed!