When it comes to great customer service, there are many valuable lessons and strategies that businesses can learn from. These 7 images show just some of the most important ones that can change how you view inbound call center.
On how to view problems
Customers typically contact you whenever they have an issue they need help solving. The best way for your staff to handle this is for them to stop viewing these issues as problems and instead focus on finding solutions for them. Because in the end, finding the most effective solutions to your customers’ problems is what good customer service is all about.
On how employee treatment affects customer service
Your customer service representatives act as front liners of your brand. How they feel about working for your company reflects on their work, which means that if they’re happy with you, they’ll happily serve your clients too. Happy employees = happy customers. So, if you want to provide better customer service, start with your staff first.
On customer service all-day, everyday
Customers these days are more demanding. A survey says that 41% of surveyed customers said that getting their issues resolved quickly is the most important aspect of good customer service. You can’t do this if your contact center is only open at certain hours of the day. Make sure to give your customers more than one channel to reach you at any time and resolve their issues as quickly as you can.
On how customers respond to bad service
Customers who experience bad service will not hesitate to tell the world about it. Spreading the word is even easier now due to social media. As Jeff Bezos, CEO of Amazon goes “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends”.
On customer feedback
Customer feedback is of great value to a business, which is exactly why collection and analysis of customer data has become more popular lately. Knowing what will please your customers is essential to the success of your business. Even John Russell of Harley Davidson says that “The more you engage with customers the clearer things become and the easier it is to determine what you should be doing”.
On long waiting times
Having to wait for a long time for an issue to be resolved is one of the things customers hate the most. It makes them feel unimportant and that’s the last thing you want to happen. Minimize waiting times by developing strategies and solutions that will enable you to resolve issues quickly and efficiently so that you can increase the number of customers served in a day.
On prioritizing customer service
If there’s just one important thing you have to learn it’s that you can no longer afford to take customer service for granted. In fact, the Customers 2020 Report states that “By 2020, customer experience will overtake price and product as the key brand differentiator.” So, if you want your business to not just survive but thrive, take action now and develop a better customer service strategy.
Nowadays, the traditional landline phone customer service that businesses have may not serve your customers well—considering that we’re living in the technology era. Having customer support in other types of network such as through online and mobile are some of the customer assistance services we have, which can take your entire customer service to a whole new level. Learn more!