It may seem obvious, but customers (those who buy our products or services) should be the central obsession of all companies. Unfortunately, this has not always been the case, and it has not been until recently that companies have talked about the “customer-centric” business. In this article, we will explain everything you need to know to improve your company’s customer service.
In the following lines, you will find the strategies that your company must implement, the best customer service techniques, and the best training courses. If you want to learn more about customer service training, then check out Zoetalentsolutions to improve your business productivity and profitability.
What Is (And What Should Be) Customer Service?
First, it is convenient to know what we mean by customer service. This term refers to how a company relates to its customers and covers all activities related to its reception, the presentation of a product, the closing of a sale, the guarantee, or the response to problems or claims. As long as there is a direct deal with a customer, we are talking about customer service training.
Although this is the basic definition, the concept has many more implications for the whole company. In recent years it has become fashionable the term “customer experience” ( customer experience ), which emphasizes throughout the entire path of the user.
It creates a unique experience in their relationship with the company. Many companies around the world are striving to improve that experience to merge their reputation, increase customer loyalty, and boost sales.
6 Keys To Creating A Successful Customer Service Strategy
It sounds easy to want to place the customer at the center of your business, but this is far more complicated than it seems. Companies have developed a specific business culture for years and followed a series of priorities hard to change. Often putting the client first (customer first) means leaving shareholders or employees in second place. How to make that transformation? Here are six strategies to help you get it done:
1. Prove That The Customer Is Important
Many of your coworkers (or even your bosses) will tell you that the client is the most important thing, but two seconds later, they will continue to decide without regard. To change the culture of a company, and the most critical decisions, show the whole company (without exceptions) that the customer is the reason for the entire business.
The arguments you can use are many:
The customers are the ones who pay the payroll of all the workers, the ones who deliver the bonuses at the end of the year, and those who serve the shareholders themselves. Excellent customer service directly influences the sales of the entire company.
The company is nothing without its customers, its most precious asset. Repeat this kind of thing repeatedly (for example, start all meetings talking about a particular client), and show numbers that prove true.
2. Establish Fast And Friendly Customer Service Processes
Many companies have been responsible for years of lifting barriers and bureaucratic procedures of customer service. If you want users to be the real bosses of your company, make sure you break down all those walls and make the communication as smooth as possible.
Make sure that customer service training is fast (no customer should wait over 30 seconds on the phone), generate different customer service channels (phone, chat, email, physical presence …) and establish fast product return processes, customer complaints, doubts, or claims.
3. Hire Professionals Who Care About The Customer
If you want a company where customers are at the center, don’t forget about that when you hire your employees. Ask them about their customer service training experience (even if they will never have one in front of you!), explain the values of the company, and look for people who are empathic, friendly, and competent communicators. Start by hiring the best if you want to create the best customer service.
4. Give Power To Your Employees
Employees must have freedom and authority (empowerment) to make quick decisions for the client’s benefit. Workers serving the public are required to consult with their supervisors frequently, or to request permission to approve return processes. This is one of the significant customer service training bottlenecks. Employees must be able to decide for the benefit of customers at full speed, on-site, always.
5. Use New Technologies
Although personal contact is always important when you have hundreds, thousands, or millions of customers, you will have to invest in technology. And we are talking about technology explicitly created to improve the customer experience.
This can include attention by chats 24 hours a day; automatic options to return a product (with a simple click), online warranty services, or free home delivery. The goal, once again, is to get your customers to enjoy your service (and become fans of your brand).
6. Measure, Measure, And Measure Again
If you want to know what are the strengths and weaknesses of your customer service training, you have no choice but to measure, measure, and measure again. This exercise will help you realize the importance of users, and the enormous impact they have on your organization.
To do this, it analyzes fundamental indicators such as the Net Promoter Score (NPS or recommendation ratio), uses the mystery shopping technique and measures the number of claims, the average waiting time, the number of interactions needed to solve a problem. Problem and all key performance indicators. They will serve you not only to improve the user experience but also to make the entire company aware of the necessary customer service training.
If you are interested in more business-related articles and information from us here at Notilizer, then we have a lot more to choose from