Customer service is an important area for business. Not only does it help you to offer a great service to customers, but it will help to ensure that they come back for more.
Online, word of mouth is a powerful tool. One bad review could cost you further business, so good customer service is essential.
Keep your customers coming back for more with these classic customer service techniques that still deliver today.
Service with a smile
Nobody likes dealing with grumpy customer service agents. Whether you’re on the phone or speaking to someone in person, being friendly and accommodating makes the process easier for everyone involved. A smile is essential for excellent customer service and will help to improve brand perception.
To deliver great customer service, you have to be knowledgeable about all areas of the business. A lack of understanding can frustrate an already irritated customer, so delivering the right training to your customer service staff is important. Regular knowledge sessions can help keep staff on top of the latest issues affecting the business, while also letting them know about the latest offers, products, and services available to customers. Many retail stores start the day with a brief for their staff, including an introduction to new products, and is a good technique to adopt for your own business.
Automated systems and voice-guided menus are a big cause of frustration to consumers, especially if they’ve got a tricky issue that needs resolving. While these systems might save time and money, they could cost you business as customers look to alternatives with a more personal service.
Having customer service agents who introduce their names at the beginning of the conversation help a person feel like they are talking to a real person. The same goes for shop floor staff who have visible name badges. Try using colourful, eye-catching designs from Imagin Badges so that customers can identify a staff member easily to add a more personal touch. It might sound like a simple idea, but it can make a big difference to how your business is perceived by others.
Customer service staff who are enthusiastic about what they’re selling and where they work can help deliver better results for your business. Enthusiasm can be infectious, so when an agent is passionate about a product, it can be easy to sell that product to someone else. When hiring customer service staff, choose individuals who are outgoing and love to communicate – they’ll be valuable assets for driving sales. Incentives such as bonuses are also helpful to customers, motivating your employees to maintain their passion and enthusiasm for the job.
Customer service is one of the most commonly outsourced business tasks, but if you do go down this route, you need to choose a company that can deliver the above. Classic customer service delivers results and keeps customers happy – helping to generate repeat business and encourage positive word of mouth. Improve your customer service offering by adopting these classic techniques that will always be a winner with your customers.