How Good Is Your Customer Service?

What makes your customers happy?

The truth is, keeping your customers happy is not always easy. However, if your customers trust and like your organization, your sales will be stronger, your reputation will grow and there will be fewer complaints.

To ensure you never miss an opportunity to delight your customers, here are five key areas of excellent customer service:

1. Reliability

Every organization has to deliver on its promise to customers. If you do not come up with what you promised to deliver, customers won’t feel able to trust your team or business, and they won’t be happy.

When the underlying problem is out of your control, identify the areas where your team does have influence, and act on those.

For example, if your team members are responsible for handling queries or complaints, encourage them to be fast and accurate. Organize briefings for them so that they can give customers consistent and up-to-date information. If it’s appropriate, post updates online when a problem occurs, and notify your customers when it’s fixed.

Whatever your particular business and processes, you’ll always be more reliable if your team has a Customer Service Mindset.

2. Assurance

How clear is it to your customers that your service is reliable? Are their details secure with you?

As such, your systems must be up to the job, and you must be able to demonstrate that you have the necessary safeguards in place.

Customers also want to be sure that they’re buying the right product for their needs. If your business is online, the customers must be able to find relevant information quickly and easily. And they may want to contact your team to find out more, so your representatives must be polite and well-informed.

Regular communication with your operational or product development teams can help to ensure that your team has a broad understanding of the products or services that your organization offers.

You can also carry out training to address any gaps in your team members’ technical abilities or their soft skills. This will enable them to deliver customer service with confidence and credibility.

3. Tangibles

Do all of your communications with your customers deliver a message that’s consistent with your brand, and with their needs?

To build strong customer relationships, your social media and website, your printed material and packaging, and your team’s knowledge and skills should all align to form a recognizable and trustworthy identity.

4. Empathy

The customer is always right. As such, it’s essential that you and your team see things from the customers’ point of view. If you do, you’ll gain a better understanding of their thoughts, actions and needs, care about their experience, and communicate with them more effectively.

You can gain this perspective by working on your empathy and listening skills, and by learning how to build rapport.

If you manage complaints and feedback continuously, rather than just responding to crises as they arise, you’ll be able to preempt future problems. And, when things do go wrong, you can draw on the positivity that you’ve built up with your customers, and manage their expectations. If unhappy customers know that you’ll do everything you can to make amends, they’ll be less likely to “jump ship” to a competitor or share damaging comments online.

5. Responsiveness

Every interaction that your organization has with a customer is a chance to build a relationship, to increase goodwill, and to learn. And, if your people are listening carefully and feel empowered to take action, they can drive change and innovation.

In Conclusion,

Good customer service is essential to the success of your organization. You can develop your customer service by assessing your team’s Reliability, Assurance, Tangibles, Empathy, and Responsiveness.

A team that adopts a customer-focused mindset will more likely develop a culture of creativity, positivity and continuous learning.

This enables your organization to become more competitive. It can also improve your reputation, and mean that you’ll spend less time responding to complaints or handling crises.

Grow your career when you have a certificate in customer service management.

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