Customer Service is the most direct way to solve customer problems. When done well, it is also a competitive advantage!
HOW YOU and YOUR TEAM APPROACH CUSTOMER SERVICE CAN MAKE OR BREAK YOUR BUSINESS.
Here are Ten Tips to help you improve YOUR Customer Service Strategy.
- Give your Customer Service Team a philosophy, not a script. It will help them be more efficient and personable when interacting.
- Be proactive in getting customer feedback, Reach out to your customers first, before they have a problem.
- Help your customers look good online. Share their content, promote their events and recommend them.
- You may not be able to direct the buyer's journey but you can create a positive experience for whatever path they choose to take.
- Social media is critical for customer service. Monitor engage and respond quickly. It's important that customers know they have been heard.
- No customer complaint should be viewed in a vacuum. Track every complaint, get additional feedback when you can and identify trends. Then set a corrected path for your team.
- You can serve your customers better when you educate yourself on their business, their industry and their competitors. Share that knowledge with your entire team.
- Customer Service is most effective when your team members have quick access to customer data to help understand the desired outcome.
- First Touch Rule: The moment someone becomes aware of a customer complaint, that person is responsible for keeping that customer satisfied. AVOID THE RUN-AROUND.
- The most critical ability your customer service team needs is the power to fix issues.
Through education and empowerment of your Customer Service Team, your customer becomes their customer, and everyone will be able to promote your organizational goals. Sounds like a WIN-WIN!