Good customer service, not to mention great customer service, is difficult to come by these days. Think about every business, product or service you come into contact with on a daily basis. Then think about whether or not you are receiving truly good CS. I would argue that most often, you probably “settle” for average customer service and are rarely exposed to truly strong customer service. You probably don’t even realize it sometimes.
customer service s reps must be empowered to solve problems. They must be able to do more than empathize and smile. Nothing is more frustration than a nice Telus webmail outage rep that is unable to resolve your problem. Give your staff the appropriate information and training. Let them have responsibility and accountability for their actions. Employees tend to rise to the level that is expected of them.
Break your own rules occasionally. You will learn that there is not always one way to do something. By breaking your rules occasionally you may learn that you have kept a customer that may have otherwise left. It is important to make decisions based on each issue that is presented to you. This will enable you to keep your customers happy.
It is also very important for you to make your website totally error free. This is also part of your customer services. When someone tells you that there is something wrong on your site, you will need to fix it as soon as possible.
As a customer service professional, whatever area of trade you operate in, you will unstintingly go the extra mile to give people what they are looking for, with honesty and integrity and genuineness. The customer will respond.
What’s advised is, instead of trying for a 24×7 support system running, concentrate on providing self-help-support for customers. A customer would appreciate a site that says “Customer Support from 9am to 5pm” along with self-help support documentation rather than going for the more expensive 24/7 support when your business is small. With competitive pricing this would paint the company to be one run by a professional rather than a newbie.
Acknowledge failure when it happens and provide solutions. I know some companies will not do that for the fear of a dreaded lawsuit. Yet people are fallible, products fail, and mistakes happen. Most customers just want the acknowledgement that something went wrong and are looking for solutions. They have made an investment of wealth and emotion to buy your product – help them when it fails.
Happy employees make for happy customers. Create a culture in which employees feel appreciated and valued and are enthusiastic to come to work, and the customer will feel it. If you can do that, you have created an amazing culture from which customer service will naturally grow.