You’ve done it! After years of hard work your business is successful and growing in popularity. Now that the company is generating revenue and has a loyal following, it is important to keep your customers happy with stellar customer service.
Although it can be tempting to just focus on product development or redesigning your company’s website, your business will stand out from the competition more if you continually look for ways to improve customer service. Just one poor experience with a customer service representative can give a customer a negative impression of your company’s brand. If you take the time to deliver excellent customer service, it will pay off in multiple areas. Curious to know how you can revamp the team? Here are some suggestions that can improve any customer service team.
1. Use Simple Terms Your Customers Can Understand
First, advise your customer service representatives to use simple terms when speaking with customers. If your business is in a complicated industry (like healthcare), make sure that the customer fully understands what the agents are trying to communicate. They should avoid slang, jargon, and colloquialism since it can cause confusion and frustrate customers.
2. Set Your Customer Service Team Up For Success With The Right Tools
Sophisticated tools like cloud help desk software can also help your company develop an amazing customer support team. With the right equipment, it will be easier for them to focus on the customer since they won’t have to worry about a frozen computer or other inconveniences.
3. Encourage Your Customer Service Agents to Stay On Brand
Is your company known for a certain sense of humor or style? Encourage your agents to communicate in a way that embraces your brand.
4. Document Customer’s Personal Information In The Cloud Help Desk Software and Reference It Later
Did one of your best customers recently mention that he was going into surgery in a couple of weeks to a customer service representative? A stellar customer service agent will not only make a note in the cloud help desk software but also send them a get well card from the company. The more your agents remember to document customer’s personal information, the easier it will be for other customer service representatives to reference it in a later phone call. Although this can seem like a small gesture, customers will appreciate the extra effort. It can also build rapport and trust. Customers are less receptive towards brands that seem cold and treat them like a number. The easier it is for them to have a fun, light-hearted conversation with your company’s representatives, the more likely they are to become loyal customers.
5. Coach The Agents to Avoid Negative Language or Tone of Voice
Another strategy you can implement to improve your company’s customer support team is to coach your agents on how to avoid using a negative language or tone of voice. When they understand how to strategically address the customer’s concerns in a positive way, customers will feel more confident about the agent’s ability to solve their problems.
6. Ask Customers How Your Company Can Improve and Act On It
Next, create a survey to evaluate the customer service department. You can ask customers to fill out an online survey through a link sent in an email or set request they answer some questions about the level of service they received before they hang up the phone. You can also reward them for their input by offering discounts or other incentives. After you gather the results, you can use their feedback to revamp the company and customer service process.
7. Encourage Customer Service Agents to Think Independently and Problem Solve
Sometimes customers will call or email with unusual or extremely complicated problems that can not be solved easily. If you give your agents permission to solve problems in creative ways, they are more likely to go above and beyond when helping customers.
8. Have Customer Service Agents End Every Conversation On A Good Note
Customer service agents should never end any interaction with a customer on a bad note. Under no circumstances should they disconnect early from an instant message conversation or hang up on a customer if the issue is not fully resolved. This can make customers angrier and increase their chances of not making a purchase from your company again. Remember, if your customers have an issue with your customer service, most of them won’t communicate what made them upset or why. They will simply go to a competitor. When your agents deliver excellent service and make sure customers are fully satisfied, they will demonstrate how much your company values your customers.
9. Develop Standards For the Customer Service Department and Offer Rewards for High Achievers
Lastly, think about what your company needs to improve. Do you want to keep track of how many compliments an agent receives from customers? Or how many thank you cards? Once you develop different standards for the department to uphold, you can celebrate when an employee meets these goals, celebrate it with them!
We are proud to offer one of the best ways to take your customer support team to the next level. Our cloud-based help desk software can help your company provide excellent service to customers every day. Since your agents are using superior technology, they can focus on taking care of your customers and giving them the help they need. At Vision Helpdesk, our software can assist you in making your company stand out from the competition.