Giving good customer service is more than just answering the phone and following the script in front of you. Some businesses outreach to a CX consultant to help transform their service. There are other ways you can improve your customer service, so keep reading and discover 5 simple ways you can do so with ease.
- Listen Carefully
Firstly, take each call as it comes rather than seeing it as a number in a queue. Make sure you actively listen to the customer too and take their query as a whole instead of only resolving the parts you know you need to fix. For example, if a customer has had issues with your website, try to get as much information as you can so that you can prevent it from happening again. Don’t fall into the trap of following the same routine with each call because you might miss out on something important Treat each customer as an individual and you’ll be well on your way to having great customer service.
- Show You Care
Make sure you show your customers that you care. That doesn’t mean you have to give discounts and freebies all the time, but sometimes doing that little something extra can really make a difference. Something as small as offering a 10% discount just for their loyalty can make the customer feel important. Don’t overlook this part of customer service as it can really make a huge difference to what they see as good service and what’s exceptional.
- Be Available
If customers can only contact your business via one method of communication, then not only are you making more work for yourself, but you’re also making it hard for them to contact you in the first place. Having a phone line open during the standard 9-5 can actually make it impossible for people that work these hours to get in touch so it can actually drive more complaints. Similarly, if you only provide digital means of communication, you’re making it harder for people who don’t use such technology to get in touch. Try having multiple methods of communication so that anyone no matter what can contact you.
- Be Honest
Complaints will happen no matter how hard you try to avoid them, so being able to deal with them effectively is paramount. When things go wrong, don’t try to cover it up with excuses. Take ownership and show the customer that you’re able to not only rectify issues but can accept when it’s your fault. Customers will be much more appreciative if their complaint is accepted and met with honesty than if they’re responded with a simple sorry and a discount.
- Take On Feedback
As well as taking ownership on board, you need to take any feedback that’s given as well. Your customers are experiencing your business without any pre-conceived ideas so every part of their journey will be important. If they say everything was great apart from one little bit, take that on board and think about how you can change it so that every single part was great. Don’t see feedback as criticism. See it as a chance to learn and improve.
If you want to give fantastic customer service, try bringing some of these 5 tips into your daily operations. Don’t let things slip by doing the bare minimum either. You want to provide excellent customer service, not just okay service. Improving it isn’t impossible! All you need to do is actively listen, care, and you’ll be providing amazing service in no time.