In a digital world where all consumers have a voice, good customer service has never been such a valuable commodity.
Customer service that’s anything less than ship-shape can seriously dent your reputation and likelihood of customer loyalty.
Regardless of your customer type – whether you reign the retail world or juggle corporate clients in a B2B environment –you’ll want to learn the below mantras off by heart. They come courtesy of Dawn Price, Customer Service Manager. Dawn joined Opus Energy a year ago, bringing with her nearly four years’ experience running customer service teams in bustling contact centres. With plenty of experience in multiple industry areas, Dawn and her busy team are on the front-line of customer service, and would like to pass on these tips…
1. Always follow up
Checking back in with customers isn’t just good manners. It gives you another opportunity to build the relationship.
There’s nothing like talking to a business that really listens. Take time to understand issues and how they affect the customer. When people know you value their needs, they’re more likely to stay with your business.
3. It’s good to talk
Accept that you will not always have a perfect grasp of every issue coming into your business. Keep up with the big picture by maintaining open lines of communication with your team.
4. Be honest
A customer should always receive an honest answer. When you maintain an open dialogue and keep your customer informed at all times, you’ll earn their commitment to you.
5. Be empathetic
Tailor your approach to the customer: empathise. Remember, it’s often about how you make people feel that matters the most. Put yourself in the customers’ shoes, especially in tough situations, and they’ll appreciate it.6
6. Respond quickly and accurately
Customers gain confidence when you respond quickly and solve their problems for good – meaning they are more likely to have an ongoing relationship with your business.
7. Relationships over revenue
Focus on the success of your customer. Understand pain points and how you can alleviate them. When you make your customer success your priority, everything else will follow.
8. Learning from your mistakes
Seeing the same issues time and again? Dig into what’s unclear and update your knowledge base or FAQs – perhaps on your website or somewhere easily accessible. By clarifying your messaging, you can reduce contacts for many repeat issues. Be sure to track any drop in service load and share your results.
9. Ask questions
The more you know, the more likely you are to resolve an issue to the customer’s satisfaction. Don’t hesitate to ask more questions to get all the information you need to recommend alternate solutions and advocate for the customer.
10. Always ask the killer question
Finally, and most importantly: “Now that I have resolved your issue, is there anything else I can help you with?”
Ten rules, each just as important as the last, that have been proven to work for Dawn and her team. Whether you’re using this list yourself or you’re incorporating it into your employee training, make sure you’re never found without it and you’ll have customer service in the bag.