Customer relations have been the ‘poor relation’ of companies for more than twenty years. However, this service is the showcase of your structure. It is the image it sends to potential future customers but also to the competition.
89% of consumers say they have stopped doing business with a company after a bad customer service experience.RightNow Customers
In fact, it is essential not to neglect questioning and improving customer service. Improve customer service operations, goals, and results. Have a look at 6 steps to improve the skills of your customer service. And try to get a strong competitive advantage from it.
Today, the consumer who comes to seek help from the after-sales service is more and more informed.
He may therefore be confronted with a form of frustration if he notices that he knows more than the client-advisor and that the latter does not bring him new information. To avoid this type of situation, have clear communication to alleviate any misunderstandings.
For client advisers, this requires a perfect knowledge of the company, its products, its offer, and its processes.
They must position themselves as an expert in front of the customer. This will allow them to respond effectively to questions, solve problems and deliver added value to customers when interacting with them, in whatever form.
In-house digital EXO HelpDesk tool, which supports classic documentation, can be a plus for your advisers, to help them navigate the company’s processes and offerings.
From a quality perspective and process to improve customer service, learning from customers and listening to them is essential. Consumer feedback, comments, and reviews, whether positive or negative, are valuable to your customer service.
So, regularly, set up satisfaction surveys to collect their testimonials after dealing with one of your advisers. Use this data to analyze your service. Improve customer service by taking into account their comments, and reduce dissatisfaction.
Likewise, learn to put yourself in the shoes of your customers. By putting yourself in their shoes, you will be able to better understand the issues they face in your customer journeys.
This is the best way to improve the customer experience and correct any faults that they would point out, which would affect the customer satisfaction rate.
Assume that a client-advisor does not have universal knowledge and that they may very well be wrong when dealing with a client. In fact, if there is a mistake on the part of customer service, admit it and be humble to the consumer.
This will help build a relationship of trust and prove that you are acting in good faith. Showing empathy and compassion is a guarantee of honesty on the part of the after-sales service, and therefore more generally of the company. This will be appreciated by the customer and will help improve your brand image.
For a company, keeping its promises and commitments to a customer is also essential. If one of your advisers guarantees an action, such as recalling a client, or sending him a document, make sure that it is done, and within a deadline.
Here again, this helps to give a reliable, professional and respectable image of your company. The client will feel that his word is heard and his case taken seriously, and this will be reflected in his overall experience.
Each client wishes to see his case treated in a personalized way through the different communication channels with which he interacts. Thus, adapting its customer relationship by personalizing it makes it possible to put the consumer back at the center of its brand strategy.
The interactions between the service and the customer are then more individual and more human. This can be done through the use of multi-channel personalization tools such as CRM software within the company. Personalization is a criterion of satisfaction for customers, who feel listened to and considered. He will tend to call on the services of the company again. This will therefore have an impact on the results. Companies that use personalization technologies are seeing an increase in sales of 19% on average.
Personalizing your customer relationship has many advantages. It therefore allows you to both improve your results, but also to secure your customers by building customer loyalty.
Not all customer inquiries need to go through an advisor. Indeed, certain recurring requests, with low added value, can be handled by automated responses, thanks to HelpDesk.
Thus, by automating some of the requests, you will save time for your advisers, who will have more room to focus on the high added value issues of your customers. This automation will be all the more effective thanks to the EXO HelpDesk tool, such as dynamic FAQs or chatbots. EXO HelpDesk is a method aimed at providing clients with an online tool or collaborative space allowing them to quickly and precisely find the answers to their questions 24/7.
By adopting this method, there is a reduction in the number of calls and e-mails of around 30 to 50%.
HelpDesk therefore makes it possible to find the right balance between automation and human intervention, to better manage the processing of your customer service requests. Ultimately, it improves the quality of service by enhancing the work of customer advisers.
Finally, the last way to ensure quality customer service is to anticipate your customers’ expectations and go above and beyond. In addition to focusing on quality, think in terms of efficiency: fast customer service will be appreciated by consumers. Likewise, personalized attention or gesture can make a difference. The tone used by your advisers, the way they approach the client and solve his problems, are all criteria to take into account.
Finally, remember to take into account the digital and connected aspects of customer service. Try to stay in touch with them and cultivate a lasting relationship, to make their customer experience unique.
Great customer service doesn’t come overnight. This is a long-term job, which takes time and requires investing resources intelligently to strive for a positive ROI. It involves training employees in key customer relationship skills, investing in the EXO HelpDesk tool, and even an in-depth reorganization of customer service. Still, it’s important to keep in mind the importance and value that improved customer service can bring to your business. Especially in a very competitive environment, where everyone is increasingly focusing on the improve customer experience. Have a look at the EXO helpdesk features and check how this helpdesk improves customer service.