Every single customer on this planet seeks an unbelievable experience when he or she interacts with a company or a business.
Providing good quality customer experience and support is as important and pivotal as offering top grade product or service to your consumers. However, it has been noted on various occasions that some entities do not have a customer-centric culture, and this really makes them susceptible to the wrath of the shoppers.
This is where the companies have to put in place a robust and accommodating customer centric approach and mechanism.
It does not matter whether that particular customer is purchasing something or is filing a complaint, the customer service team should accommodate his or her needs accurately so as to ensure that the issue/query is resolved timely.
The million-dollar question is, how should the team interact and accommodate? Let’s discuss the following 25 customer service tips that your executives can use to completely satisfy your customer’s requirements.
1. Smile when you talk to or greet your customer
A smile can become your biggest ice-breaker when you want to establish a relationship with a customer. A smiling face is always accommodating, warm, and inviting. If your support team smiles a lot, your customers will feel welcomed.
A smile at the start of the conversation makes the whole interaction more friendly and inviting. The aura completely changes and the people involved in the exchange become more approachable, just like the Walmart 10 Feet Rule. Here, sales executives are required to approach any customer who is within 10 feet of them with a smile and to offer assistance. The approach has won lots of industry accolades
2. Use technology to assist them
Customer support can only be performed accurately if we mix the technology with the humanistic approach. There are several tools and software programs that your team can use to enhance the experience of a shopper or an aggrieved customer.
You simply use tools like Live Chat, which has the ability to create a middle ground where the support team and the customers can interact with each other with more purpose and depth.
Live chat tools, like Acquire, provide features like co-browsing, screen sharing, instant messaging, video conferencing and facilities calling, among others.
These features can easily enhance the way teams talk to customers and accelerate problem-solving in an interactive way. Your team needs the right tools in order to execute your plans and keep your customers happy.
A) Add Live Chat to your website:
Nobody likes waiting for resolving the queries. Gone those days when the customers used to send the email about their queries. In the study conducted by Forrester Research, it was revealed that;
“44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.”
Live chat can help your customer support team to interact with the customer in depth so that the customer can resolve his queries easily. The tool is in trend due to its following features:
Screen sharing: Suppose your customer is not tech-savvy and he is very confused about the navigations that are the only way he can resolve his doubts. There is the screen sharing option. With screen sharing the Agent gets temporary access to a customer’s computer screen and he can navigate on behalf of the customer. Isn’t it easier and simpler way to assist the customer in such situations?
Co-browsing: Co-browsing is the techniques that allow the representatives to interact with a customer by using a customer’s web browser. Let’s assume the customer is having difficulty placing an order online, so with the help of Co-browsing the reps can literally show how to use the ordering pages, by using the browser. It is the small tools that make a big move to impress customers.
It also consists of some more features like Instant Messaging, Video Conferencing, and Calling Facilities etc. that make customers and rep’s like easier.
B) Using CRM tool to serve your customer better
Also, you should make sure you are using your CRM tool more efficiently. It helps a lot in serving the customer better. You can use CRM to collect and store personal info. Let’s say there is a festival coming, you can send the greeting customers on their mobile or email address. You can also wish for his birthday. It will make him happy and he will feel like he is the part of the community.
CRM tool is also used for responding the customer’s complaints quicker. Resolving customer’s query faster is the most important priority for any company. CRM helps perfectly with that.
C) Keeping your company website updated:
It is essential for you to keep the website updated regularly. It should have all the information about a product or service. The website depicts your company’s online presence; no compromise should be made in the quality and service at any cost.
3. Maintain a positive attitude
It is vital that your team keep a positive and bright attitude when dealing with your customers. There is no substitute, as positivity has no replacement. If you maintain an accommodating and inviting attitude, then you will easily avoid conflicts. In this regard, you can follow Apple’s example: Apple has a very specific set of guideline for its employees, which portray the company’s wish to stay positive – just like their brand. They firmly believe that the employees should remain positive in order to provide a great service to their customers.
4. Improve on the last impression
“According to an old saying, “If you don’t take care of your customers, then someone else will”.
Your job does not end when the customer’s problem is solved or when the sale has been made. Part of the customer’s experience includes the right final impression too. If you falter or get lazy ether before the last lap or at the finishing line, then you do not receive the coveted win, regardless of how good your stint was in the metaphoric race!
A subtle ‘Goodnight’ or a very cheerful ‘Goodbye’ also work. These common courtesies might seem a bit cheesy; however, they leave a strong and lasting impact on a customer’s experience.
5. Always respond timely
Some support executives greet the customers who approach them with a query or a complaint very nonchalantly. In fact, some of these executives are so untrained and rude that they simply ignore customers when they want to.
This behavior is not an option, especially in this competitive world where rivals are waiting to pounce on and take away your customers. It is important that you seriously consider every case and that you respond to all charges, complaints, and queries. When doing so, the response time should be as minimal as possible. Most customers feel like companies should be able to respond to their e-mail within an hour.
6. Correct the customer, but do it correctly
The customer is not always right! There will be moments where your customers are going to be wrong about something. They may be misinformed or have the wrong information, but you will have to ultimately correct them. Saying, “Sir, you are wrong.” is not the right approach. Instead, use words like, ‘Sir, I would be more than happy to help you in this regard; however, I am very sorry to inform you that you have the wrong information…’.
In this example, the customer would not be left feeling like a failure or as if you are brushing them off. This technique may also keep them open to accepting the correct information thus keeping your sales conversion alive.
7. Apologize for any inconvenience
The following advice comes straight from the Customer Support Rule Book. Whatever the issue, and whatever role your company played in the issue, you need to apologize to the customer. If the consumer’s credit card did not work, tell them you’re sorry for their inconvenience or that it happened. If the dishwasher your company made isn’t working, apologize.
If the 3rd party carrier is delaying a shipment, you again need to apologize. And if a customer is sad or angry, or if he or she is deprived of something, then again – you must apologize. Here’s what American Express thinks about posting a sincere apology
8. Listen to your customers
Success comes from listening to your customer: Richard BransonClick To Tweet
One of the best ways to serve your customer is by listening to them from the start. Most customers contact or reach out to your support team to when they want to convey a message or a problem. Therefore, the first and most important thing you can do is to hear them out completely. Do not interrupt or meddle when your customer is explaining the situation.
There is an important saying that says you can learn by hearing. This means that you can obtain important information that might help your team to solve the problem, by simply keeping your ears open. And just remember that if you do not listen, you will never get to the bottom of the issue.
9. Provide incentives and rewards
There are hundreds of businesses that provide loyalty cards and memberships to several of their regular users. These are called Rewards and Incentives and they make a profound impact on a customer’s point of view and opinion about your business.
If you want your customers to be happy, you can reward them with incentives and bonuses that recognize their loyalty and uniqueness. Amazon’s Prime Membership is one such example.
Businesses can also make customers feel valued by highlighting them or their views on the business’ website or app. The customer feels proud and loves the fact that they are doing business with you.
10. Do not waste time
“Wasting Customer’s Time Gets Them Angry”: Fola Daniel Adelesi, Author, Management Consultant, and Public SpeakerClick To Tweet
Customers do not call you unless and until they have a real problem to address. So you can imagine that customers contact you when they need quick help. Therefore, it is vital that your team understands the fact that you cannot waste a customer’s time.
Your team must try to solve the issue as soon as it is recognized. Sloppiness will just put off your customer because your workflow is slow. Your customers will expect a timely solution and if they don’t receive it, there is a chance that they will find someone else who will provide them with that attention. One thing is certain, delaying responses to our actions on behalf of your customers will certainly make them angry and cause them to shop elsewhere.