Time and time again, the customer service industry has proven to be one of the worst industries in terms of employee turnover. Simply put, that means a lot of employees are unhappy and they leave. That can be accrued to various reasons such as overload of work, lack of growth opportunities, and frustrated customers. Even after that, customer service is the true differentiator when it comes to making customers happy and keeping them satisfied. Their whole purpose is to help the customers, keep them happy, and retain them as loyal customers.
How does one go about it? If you overwork your employees, it will show in their actions and result in eventually frustrating the customer for lack of effort. On the other hand, keep your employees happy and ask them to make the customers happy in return. Well, here are a few ways to do that:
Transforming Customer Expectations into Company targets
Every customer who purchases a product or service from the company hopes to fulfill a need with it and expects the company to follow a certain procedure to do that. That expectation or hope should be projected in measurable terms, so the company plans how to fulfill those. The teams of a company must meet and set up a process to deliver an excellent experience to the customers. Each piece of information should be brought to the fore so that every employee knows the purpose of them doing what they do.
Going out of turn to boost the value
Most companies wait for customers’ feedback to make changes to a service or improve upon it to provide more value to the customers. Companies who want to hold an edge over their competitors go about doing this without any push from the customers at all. It is a proactive approach they adopt; after all, staying ahead of your competitors is a great way to succeed. Always work towards improving your product or service; if that becomes a constant in your company, the growth level will only be on the rise.
Resolve Customer Issues at The Earliest
Companies today have integrated chat, call, text message, and email contact options into their web interface. This was done to help the customers on all fronts. Customers now have the option of going through any method to contact a company and complain about an issue. If they have the option to escalate an issue from multiple methods that you provided them, then you must make sure that you don’t go the ‘all talk, no play’ way and frustrate the customer. If you are readily available to the customers, the resolutions must be immediately provided too. Most companies who have an in-house customer support team get too bogged down with processes and a lack of manpower when it comes to quickly resolving an issue. Turn to customer service outsourcing if you are having difficulty managing a huge customer base with a low volume of workers.
Past Experiences Pave The Path
There are good customer experiences and then there are bad ones- both are crucial in growing as a company. The good experiences tell you what the customer regards as important and provides you an insight into what you are doing brilliantly. The bad experiences tell where exactly you went off target and frustrated the customer. It is critical that you delve into the terrible experience, learn from that, and bring changes to your process for providing a much better standard of service. Team meetings incorporate are about what went wrong and why it did, eventually pushing customer support representatives to make sure it doesn’t happen again. Rather, it should be about the changes that need to be brought in or the processes which need to be added. Not only does it require a CRM tool to manage a history of a customer and the dealings with him/her across several departments, but it also requires proactive managerial skills to build on that and come up with an improvement to provide additional value to the customers. Most startups or small businesses don’t have the required resources or the money to buy expensive CRM software. It would be much better to hire a call center outsourcing company that has all the requisites to provide your customers with an excellent experience and keep them happy.