Do you run away from the questions of your customers?
Do you feel you are incapable of delivering good customer service?
Are you witnessing a steady loss of customers?
If the answer to all these questions is “yes”, your business is surely in big trouble, my friend! It’s high time you realize the value of customer service and loyal customers. Don’t take them for granted, as acquiring new customers is a hard nut to crack. It is costly to acquire a new customer than retaining the old one. As an organization, you understand the perils of losing on customers. When your customers leave you in angst, they spread the bad word further and your business suffers.
If you wish to learn what makes for good customer service, practicing these golden rules to delight your customers should be enough.
- Active Listening
- Anticipating Needs
- Appreciating Customers
- Demonstrating Products
- Gathering Feedback
- Be Apologetic
- Introducing Self-Help
1. Active Listening
Your customer support team needs to develop the quality of active listening to effectively communicate with customers. How can you resolve their problems if you aren’t well aware of those? Identify what your customers want by capturing their feedback and focusing on what they say. Don’t make assumptions. Be an active listener to the concerns of your customers and grab their undivided attention.
2. Anticipating Needs
Customers don’t buy products/services. Rather, they crave for solutions to their problems. If you offer them a timely solution to their problems, it shows you anticipate their needs and bear the ability to fulfill those. You may often communicate to your customers that you know them and satisfy their emotional needs. Your customer should feel that you value them, and would do anything to keep them sorted in their lives.
3. Demonstrating Products
Does it help if your customers don’t know your products/services? Of course, not. Your customers need to know your product inside-out. Help your customers comprehend your products and services well, otherwise, they may be annoyed or perplexed. For those running an online business, you may show them a virtual demo of your product and also simplify transactions for your customers. Try to reduce the shopping cart abandonment rate. You don’t want your customers to leave without hitting the “checkout” button due to online payment or other hassles.
Recommended Read: Consumer Psychology for a Delightful Customer Service Experience
4. Gathering Feedback
Encourage and invite your customers for their feedback and suggestions. Your customer service experience can only improve through feedback and ratings. Customer Success Managers should train under-performing agents and help them to improve their performance. A help desk ticketing software like ProProfs Help Desk features “Reports” that gives you access to customer ratings and their support experience.
5. Appreciating Customers
One of the major rules to deliver excellent customer service is to appreciate customers. Value them by acknowledging their emails. Think of ways to generate good feelings in your customers for doing business with you. Be sincere in approaching your customers, as they never like waiting for answers to their questions. You could consider employing a trouble ticket software to effectively track customer issues and requests. The customer support tool guarantees no missed, unattended, or lost customer questions and requests.
6. Be Apologetic
Be Apologetic: We are humans and we tend to make mistakes. There are times when one of your customer support team members may go wrong. It is humble to accept a mistake under this kind of circumstance. Your customer may not be right always, but you can’t make your customer feel bad. Value their complaints. Acting on their feedback helps to improve the SaaS customer service experience.
Related Read: Top Qualities All Customer Service Reps Should Have
7. Introducing Self-Help
Companies have a knowledge base in place and this self-help center enables customers to help themselves. Customer of today prefers to help themselves than seeking help from your customer support department. You may have an internal knowledge base also for your employees. Le the customers go through the FAQs, guides, manuals, and other documentation to learn more about the product/service. As customers get answers to their questions through this knowledge base, there is a reduction in ticket piles and subsequently, support costs.
The Bottom Line
Having learned the significance of delivering excellent customer service in a highly competitive world, you know how to deal with them the best. Let your customers not leave, just because they are unhappy or dissatisfied with your support.
Remember customer support is a vital cog in the business machine. 68% of customers believe a polite customer service representative is the key to great customer service. A 5% increase in customer retention leads to 25% more profit.
Going by these figures, you can very well understand the value of employing customer support tools. Whether it is live chat, knowledge base or help desk, a customer support tool oils the cogs of customer service in your business machine. Choose a trouble ticketing system that enables makes the job and life of your operators easy.
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