If you are already focused on providing the best customer service you can offer, you’ll know that maintaining this is vital. There are no guarantees, so whilst you may have a history of great service, this can wane if your company is not keeping up with competitors. Any slight drop in focus on customer service processes can play into the hands of others, leading to more detractors and advocates. Here are 5 of the best ways to maintain your customer service.
1. Create a modern customer experience
Customer expectations have changed, so if your company is not providing modern customer service solutions or experiences, it can struggle. Not only does your website need to offer a tailored customer journey, but so does your approach to interaction with your customers. Those looking to provide a truly omnichannel approach will consult with a customer experience specialist who can identify where you will need to improve and what the modern customer expects. Social media channels, live chat functions, a dedicated contact centre; these are all part of modern customer service and need to be considered to stay relevant.
2. Positive attitudes at all times
The key to amazing customer service is to be consistent, and a positive mindset throughout your staff will reap rewards. When customers contact you whether during the sales process or an aftersales query, a positive approach can ensure the interaction goes without incident. This is especially crucial in difficult situations such as a complaint. The last thing you want to do is be rude, negative, or defensive, as this will rarely have a good outcome. Ensuring positive attitudes are maintained by staff throughout your company is the minimum for amazing customer service.
3. Make active listening a prime behavior
Being able to actively listen is a skill and ensures that customers know you are being attentive and interested in what they have to say. When a customer wants to be heard, it’s not enough just to let them talk. Providing acknowledgements and paraphrasing what they’ve said proves you are there to help, as well as empathizing with their situation when a complaint is being raised. You can only have a great interaction with customers if you are present in the moment and fully attentive. Active listening will ensure you understand their query and prevent any confusion or miscommunication.
4. Provide the service customers want
Whether talking to staff in person, over the phone, through messaging or live chat functions, they want help and guidance from your company. If a customer doesn’t achieve this, it will leave them disappointed and may even make them reconsider using your service again. The customer experience needs to be tailored to them so they can find what they need as quickly and simply as possible. If they then need to follow up, being as knowledgeable as possible about your products and services will help minimize customer pain points, leading to better service overall.
5. Respond swiftly to customer queries
Timely interactions and prompt responses are crucial as there is nothing worse than waiting too long for a solution. The longer a customer is kept waiting, the higher the chance they may reconsider or become a detractor. Waiting times whether on the phone, in a brick-and-mortar store, or when processing sales online are all common pain points for customers. Identify where your service offering may be slower than your competitors and respond quickly. This will minimize complaints and maintain a prompt service.