Many companies often fall short on delivering exceptional customer service. Rather than turning customer service into a script that should be followed at all times, it should instead become an experience for the customer as well as the customer support representative. Here are seven tips that should always be at the forefront of a service representative’s mind.
1. It All Starts at the Roots
CEOs or owner’s of a business are the ones who plant the seeds of how the company’s customers should be treated. If they seem to care more about the products and services than they do the customers who are using them, then chances are strong that their employees and representatives will share the same perspective.
2. Don’t Play the Blame Game
Mistakes have happened in the past and they’ll undoubtedly happen in the future. Rather than figure out who is at fault, it’s better to focus on developing a solution and doing everything possible to make sure that the mistake doesn’t get made again. On a related note, great customer service is also about not blaming the messenger for bad news. Focus on the message, not the medium.
3. Put the Customer in the Driver’s Seat
This is a step that requires a great deal of trust. We’ve got to trust that the customer won’t take advantage of whatever scenario they happen to be in, and we also have to trust that employees have the ability to make good decisions regarding customer service.
4. Assemble the Right Team
No matter how badly you might need representatives, it’s imperative that you take your time when hiring those representatives to hire the right people. Remember that at the end of the day it’s all about taking care of the customer and putting their minds at ease, and that can only be done with employees who are committed to doing what’s best for the customer.
5. Own Up to What You Can and Can’t Do
No matter how capable your company might be, there are simply some things that you won’t be able to do for one reason or another. You shouldn’t make promises that you know that you can’t keep. If you have any shortcomings, own up to them and don’t be afraid to let your customers know that you’re human too. No one expects you to be perfect, they just expect you to do your best.
6. Aim High When the Target Is Low
Rather than placating customers with promises that you know you can’t deliver, it’s always best to undersell and over-deliver so that you stand a better chance of truly wow-ing them. It’s always preferable to get more than you bargained for rather than receive less then what was promised.
7. Ensure that the Customer is Happy by Following up!
The difference between okay customer service and exceptional customer service is how often and how well a support representative follows up with a customer to ensure that they are completely satisfied. Help desk software like Cayzu is a great way to help facilitate customer follow up and improve your overall service experience.
The problem with customer service isn’t always that the company has poorly trained or under qualified employees working for them, but that they aren’t fully aware of the art of taking good care of customers. There is a lot of noise in the market place directed at your customers, so use customer service (instead of marketing) as a way to retain customers and watch the magic unfold.