Excellent customer service is the glue that will hold your customers in place for years to come. The moment your services falter, your customers will start growing distant. We all know this and we have experienced it, too. Remember that twenty minute long wait to just get to the clerk because the queue is so long? Remember that long wait on the phone? Remember being sent to voice mail in times of urgency? Remember having to explain your question to the agent over and over? I am sure you don’t want your customers to go through the same thing.
Does your customer service desk spell hell for your customers? You should ask yourself that constantly. If you even a little doubtful, it is time to brush up the services immediately so that you retain your customers and invite new ones, too.
First and foremost, you need to hire the right staff. Put them through service orientations tests if required but don’t take your chances. You need an expert in customer services.
Your job doesn’t end at hiring. It starts. The next step should be to train your employees. Small things such as actually listening when the customer speaks and never assuming what the customers need should be conveyed to your employees in the training sessions. You may think that these are obvious but you’ll be surprised that not many employees bother listening and concentrating. You have to train them to do it, thus.
Also, all your employees should be aware of your policies. A few employees should address the bigger issues but the others should be trained such that a very few, if any, issues become big.
Sometimes, the customer has to wait. But for how long?after what duration of time will he give up on you? You should know about these limits and ensure that your company never exceeds them.
If you are able to provide round the clock services, it will be highly appreciated. But if not, you should consider the hours of availability keeping in mind the customers’ convenience and NOT your convenience.
Your employees will do better when their efforts are appreciated. Offer compensations based on how happy your customers are.
Use technology to your advantage in order to provide faster and better services. One idea is to offer scheduling of appointments. Another idea is to offer to call the customer back in case the line is too busy. Make sure the data is easily accessible so that the customer does not have to repeat himself.
Your company revolves around your customers. Be sure to keep them happy.
Customer services should be given supreme importance because only when your customers are happy will you be able to grow your business. You need to ensure that they don’t wait too long and that they get what they came/called for. Alongside, you need to hire the right staff, train them, and motivate them to provide excellent services.