Nothing says more about your company than your customer service department because it is the one group that will always interact with customers. But the sad truth is that this is the department that is typically most unorganized and needs huge improvements. While 80% of businesses believe their customer service is already doing very well, only 8% of customers agree, according to Forbes. So whether or not you know it, you probably need to improve. Whether you are working through text marketing or phone calls, here are ways you can improve your customer service department.

Take the time to train

One of the biggest problems is that there is very little training at most companies, or if there is training, it isn’t very clear or direct. Especially when it comes to working with customers, you need to make sure your employees know exactly what you expect them to say and do. Employees can only be as effective as their training allows. Not only do they need to know how you want them to interact with customers, you also need to make sure they are trained on any current promotions or issues you are currently dealing with. If they don’t know what is happening in the company, they won’t be very effective.

Listen to the whole story

Most people who call in with a problem have a story to tell. They don’t want to get cut off even if it is with a solution. It is very important that your customer service representatives know how to listen until the customer is finished. Of course, finding a solution is the next step, but listening to the whole story and letting them finish their thoughts is the first step.

Give them the whole truth

It can be tempting to make up a story about why things went wrong instead of just telling the client you messed up. And while it seems like it would keep the customer happier, they are actually always happier with the truth. First of all, a little lie can easily unravel, and if a customer finds out you lied to them, they will be much angrier than if they had heard the bad news to begin with. Second, most people these days value transparency. The internet has made it very easy for them to find the truth, and it is better if they hear it from you than someone online. As soon as the truth has been said, a solution can be presented.

It’s also possible to tell the truth without going into too much detail. For example, if the product didn’t ship on time and it was your fault for not paying on time, don’t tell the client you didn’t pay for the product so it didn’t ship on time. You can simply tell them the product shipped late, and that’s why it arrived to them late. There’s definitely ways of conveying the truth to the customer without throwing your company completely under the bus, and a good customer service department understands this.

Apologize

The easiest way you can improve your customer service is to teach your representatives to apologize for problems or inconvenience. It’s hard to be mad at someone who sounds like they are truly sorry. An apology can go a long way. And while you should do what you can to make it right financially, an apology may be just what you are missing.

Mobile Technology News brought to you by biztexter.com

Source: forbes.com/sites/allbusiness/2016/12/28/your-customer-service-is-terrible-here-are-three-way-to-improve-it/2#1da83a2d69c3

Likes

Comments

Focusing on customer service in your business is very important. It is one of the three pillars of success every business should stand on. Even if you already have customer service in place, you can always make improvements. Here are four ways that you can improve your customer service department.

1. Build a single customer service statement philosophy

Your customer service representatives need something they can always come back to as their ultimate goal in serving customers. One great example of this given by Forbes is the Mayo Clinic’s phrase “The needs of the customers come first.” It is short, sweet, and to the point, and when new employees are being trained, they can be told this on day one as the ultimate goal. Every time they are struggling in any kind of service situation, they can remind themselves of that short statement philosophy of the company and make their decisions based on it. It really is a quick and easy way to make sure all of your employees are on the same page and understand the ultimate goal.

2. Teach customer service representatives essential skills

While it is nice if you can hire customer service agents who already know what to do and already know how to handle every situation properly, the truth of the matter is that you will need to teach them the skills they need for the job if you want to really help your customers properly. Teach them that smiling while on the phone can be felt on the other end by the customer, and it will improve the customer’s response to you. Teach them that while customers get angry, it is always about the situation and not them, so as a representative, they need to be able to step back and look at it from the customer’s view to try and solve the problem. Teamwork is an important skill because you can’t always do everything by yourself. And on that note, it is important that they know what they can resolve on their own and what they need to go to a manager for. You must give them the tools to succeed.

3. Use AI Chatbot when possible

AI Chatbot is the ability to have a computer recognize questions and send answers to a customer immediately. It is great for your business because you can quickly and easily resolve simple matters and the customers appreciate the clear, fast response. You can use this in texting with the customers by allowing for two-way texting communication. It can also be used on your website with live chat and on social media through messaging. Customers have become much more accustomed to talking through written channels than phone calls.

4. Refine customer service standards technology

Your customer service agents will only be as good as the technology they are provided. Your business needs to have the most updated computers and computer programs to ensure they have access to everything they need. Don’t make them put the customer on hold for 20 minutes while they wait for the slow system to load. It makes the customer angrier unnecessarily, and your employees will have a harder time doing their job the right way if they don’t have the technology necessary to succeed.

Mobile Technology News brought to you by biztexter.com

Source: forbes.com/sites/micahsolomon/2016/11/28/the-six-customer-service-silver-bullets#62f39be73e2e

Likes

Comments

​Customer service is one of the key parts of every business. And as technology is progressing, there are more ways than ever to reach out to your customers and get them the information they need. Social media has provided many outlets for companies to communicate. This is great because it means that you can help them resolve any issues your customers are having, receive positive feedback, and do a better job at getting and keeping customers.

Twitter released new customer service capabilities

Among the social media sites you should be using to stay in touch with customers is Twitter, and Twitter just made that a whole lot easier. Your business can now indicate whether or not support is provided which will then enable a direct message button allowing customers to send a private message to your team, even if they aren’t following your company, according to TechCrunch. Your business can display hours of customer service, and you have the ability to see anytime a customer references you @yourbusiness on Twitter, which is also a huge help in finding when someone needs help. Twitter has done an amazing job of recognizing the need for easier customer service interactions on Twitter and building a new way for communication.

Other social media platforms to use

There are many other social media platforms available for you to reach out to your customers. Facebook is essential; if you don’t have a Facebook business page already, you should get one set up right away. It is one of the number one ways people are getting in touch with businesses these days, and it gives your company a great opportunity to show potential customers that you are already taking care of the ones you currently have.

Having a Google+ page means Google will have all accurate information for your business, and it will make it easier for customers to find you in internet searches. It is also a place many people will review and look for reviews on your business. Again, Google+ is another way to show potential customers that you are taking care of any problems that have been brought up.

Though the rest of the other social media platforms are important to have in place to stay in communication with your customers, they don’t offer very good customer service options. On all those social media sites, you can easily post your two-way texting customer service phone number though, and it will help people find you when they have questions.

Two-way text customer service

Two-way texting works amazingly well for customer service as well. It is especially important among the Millennial generation where younger customers prefer to work through text than over the phone. With an artificial intelligence texting platform that automatically responds to questions from your customers, you’ll be ahead of the curve and be giving customers exactly what they want.

Mobile Technology News brought to you by biztexter.com

Source: techcrunch.com/2016/09/15/twitter-rolls-out-new-features-for-businesses-running-customer-service-accounts/

Likes

Comments