Whether you are talking about
call centers or retailers, businesses all over globe are just beginning to see
how much customer service can impact their company. It goes without saying that
customer service ratings are important and have bad ones can be detrimental to
your business, so how can you improve them? While we may be about a month into
the New Year, you can still make great strides in 2015 by improving your
customer service that will create a positive domino effect. Check out these
four ways your company or call center can enhance customer service!
1. Staying Positive
No matter
the reason why a customer calls, always stay positive and keep an upbeat tone.
This will keep the customer calm even in a situation where they are unsatisfied
in the beginning. Additionally, if they ask a question that you may not know,
simply be honest and say "I don’t know" but continue that statement
with "I don't know, but let me try to find out exactly what you want to
know" and search for the answer. It's better to be clear and transparent because
it'll create a better sense of trust.
2. Take Survey Results Serious
If you have
not yet established customer service surveys after a call, it's time to look
for telephone
survey companies that can handle those needs. By getting survey results
directly after a conversation, your company can see trends on how well they
handled the situation. This will provide greater insight when serving future
customers.
3. Provide Additional Resources
When it
comes to providing assistance to customers, you should always offer them more
ways to communicate their needs after the initial call. Give them a call back
to follow up with their experience or provide correspondence via email so they
have time to check it out during their own time. Keeping in touch will go a
long way and give better perceptions about your company.
4. Empower Your Employees
There are
two sides to customer service: the customer and the employee. Be sure you
recognize your employees for outstanding work so they can continue providing
exceptional service. A little motivation and appreciation goes a long way, so
take the time to highlight their success.
