The success of your company may hinge on your customer service team’s ability to provide exceptional service. More than two thirds of customers may switch companies if they have a poor customer service experience.
This means that your customer service team has the ability to create customer loyalty, and are also the front line of defense against losing clientele. Businesses can employ strategies and changes which don’t take a lot of time, but still have a big impact on staff and the quality of service provided. Below are just a few examples.
Invest in training
Training your staff to help them improve their job performance doesn’t have to involve expensive seminars that require time away from work. It’s possible to customize tutorials into short segments that can be completed at your worksite. This means that you can invest in the development of your staff team without high costs or losing hours of work time.
Staff who feel that they have access to the knowledge and resources needed to improve their job performance are more likely to feel that their employer is committed to developing their skills. Providing staff with the opportunity to grow shows them that there may be opportunities for advancement, particularly if staff are recognized for their commitment to on-the-job training.
Install superior technology
Exceptional technology customized to meet your company’s needs can save your staff time and enable them to focus on the clients. Businesses can reduce unproductive staff hours is by installing call center software from companies like Bright Pattern, which can automatically dial numbers for your staff team. This enables staff to move from client to client quickly, without losing time reading and dialing numbers themselves.
There are also other types of software that are optimal for different businesses. Call center technology can be customized to identify a customer’s needs, and then direct calls to staff who have the knowledge and skills needed to assist them. By ensuring that the right staff members connect with the right clients as efficiently as possible, you can help reduce frustration and time.
Model an ideal customer service approach
Strong customer service involves listening to clients and taking time to understand their needs and concerns. This means that your staff team needs to know that they don’t have to rush clients off the phone to meet quotas.
Take time to talk to staff and actively listen to them. Provide platforms for them to raise concerns and receive assistance. When staff feel rushed or dismissed by their supervisors, then they will not feel like their concerns are valued. That will translate into pressure to keep calls moving rather than actively listening to callers and addressing their needs.
Encourage staff to dig deeper
Encouraging your team to ask probing questions can help ensure they get to the heart of the problem the first time a client calls. Looking for superficial quick fixes may lead to a dissatisfied customer, because fixing the immediate issue may not resolve a long-term complaint.
For example, if a doctor prescribes cough syrup to a patient who has a sore throat and has been coughing it may stop the symptoms, but it doesn’t identify the reason the person was coughing, which could be symptomatic of anything from lung cancer to bronchitis to heartburn. Exceptional customer service involves ensuring you understand the root cause of the client’s needs so that you can ensure you have resolved their issues instead of simply treating a symptom.
Promote a strong work ethic
When staff are recognized for their hard work on the job, they are motivated to continue working harder, acquiring new skills, and striving to improve their performance. They are also more likely to feel positive about their work environment.
When staff are frustrated, clients can tell. And when staff are optimistic and confident they can help resolve customer issues, clients are more likely to feel positive about your company as well.
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