Last modified on July 8, 2020 at 12:45 pm.
Customers always have some questions, doubts or problems when it comes to using some kind of product or service – and it’s these customers that you can easily lose! If your customer service is excellently organized and works perfectly, it helps to rectify the situation and restore customer’s trust and loyalty!
In this article, we will tell you in detail what are the things that make great customer service great. We gonna:
A customer support service is a company department (if the company is small, it can even consist of one employee) created to solve the problems customers have using product or service.
The customer service team answers users’ questions, helps to choose the right product for their needs, deal with payment and delivery, etc.
According to the HubSpot survey, 90% of Americans consider customer service the main factor when making a decision on whether to deal with the company.
If customer service is well organized, it helps to:
If your customer service does not solve customers’ problems, they may leave, and your business may lose profits.
If you want to increase the level of your customer service, you need to automate it. Innovative software allows you to effectively use a number of channels of communication between customers and company specialists.
This software helps to collect data for analytics to make sure that all requests receive timely and high-quality answers, and that customers are fully satisfied with the service.
Read the full guide about Customer Service Software!
Generally speaking, it is a customer service that makes customers happy! For that, you have to organize periodical education courses for your employees and conduct permanent surveys to evaluate the work of the department.
Just imagine: it takes 12 positive customer experiences to make up for one negative experience! This is one of the most important reasons to create great customer service in your company!
Let’s go into the details and compare Good VS Great customer service:
To begin with, if you really care about your customers and want to get the expected feedback from them, your website (a real must-have of any business today) will meet all customer`s expectations:
Yesterday, developing a good site could be a costly headache, but today many entrepreneurs use some more affordable solutions – modern website templates, using website builders to create a business website within just a couple of hours!
Customer service staff must have a deep understanding of the product and know how it works. Moreover, it is very important to look at the service with the customer’s eyes and know everything about customer interactions with a product or service.
The responsiveness of the customer service team directly affects the level of customer satisfaction and his desire to work with the company in the future. This is especially important if you sell technical products or a product that involves additional services.
Each employee of an excellent customer service team should be focused on the result: solving the problem of the client, but not just to finish his shift. This is the basis of long term cooperation with any client.
But you shouldn’t forget about the main function of customer service: providing reliable information.
Never deceive the potential customer! It’s better to say as it is than to make promises that you can’t keep. Losing a few customers is not as scary as getting angry reviews online.
Willingness to listen and solve other people’s problems, combined with deep knowledge in a field makes the customer service team employee a real savior in the client’s eyes.
And even if you can’t solve the problem right away – it is important to find a temporary solution that allows the client to wait for it without any stress, or completely replaces what the client lacks.
If a customer contacts support, this already means that he is experiencing some problems with the company’s product or service. In such a situation, there is nothing better than apologizing, because this means you are able to feel empathy and recognize that the company has made a mistake. But never apologize for what you are not responsible for – it’s always better to start solving the problem the potential customer had faced with. And do not start your message with an apology: start with a constructive proposal, or with an explanation, and apologize only at the end of the conversation.
If a potential customer complains about something, you should try to sincerely sympathize him. This works great and the customer will be pleased.
«I understand how you feel», – this phrase can change the tone of the conversation in any situation. The fact that you recognize the problem and cheers the client up.
Paul Brown, the regular customer of JetBlue airlines jokingly tweeted that he wasn’t able to get his favorite Starbucks coffee before getting on a plane because he was flying from a small terminal at Boston Logan International Airport.
A few minutes after seeing the tweet, JetBlue started to act: the airport customer service team delivered Paul’s favorite drink to the plane. Brown was delighted and expressed his admiration for JetBlue on Twitter.
On Christmas Eve, the caring daughter of a Pennsylvania resident (senior citizen) phoned tons of stores, but no one agreed to deliver groceries to her father.
The Trader Joe store showed their concern and care and not only delivered the products but also sent special ones for free.
The speed of customer support is Weblium’s strong suit. Support managers provide customers with detailed answers and are ready to help 24/7. At Weblium, customer satisfaction and loyalty are the most important indicators of business success. Take a look at the reviews of Weblium users that prove the information mentioned above.
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Tesla has outstanding customer service! They literally go out to meet their clients where they’re at and fix their car problems. It’s a great offer because the clients don’t have to waste their time and go to a repair shop, and they can schedule the service on their own time. Cleantechnica research shows that Tesla’s customers have an overall satisfaction rating of 90%.
The girl Lily (3,5 years old) asked her mother to write a letter to the Sainsbury’s customer service stating that the «tiger bread» product does not look like a tiger, but a giraffe, and it’s better to rename it.
The head of the customer service department responded to the letter: he agreed with the young client, indicating that the bakers could be a little stupid when naming the bread. He also sent her a £3 gift card.
Arriving on business and being very hungry, Peter Shankman, a regular customer of Morton’s Steakhouse, wrote a small post on the restaurant social media page, jokingly asking them to deliver the steak to the airport.
And, surprisingly, he received the delivery to the airport. Of course, Shankman shared this fact on his blog, which also increased the restaurant ratings.
1. Make your website’s live chat window easy to find and easy to use.
2. Try to solve the problems of your customers immediately – and once and for all: this applies to bugs, missing features, unclear or hidden functions – all these mistakes won’t let you establish long term relationships with your customers!
3. Invest in new technologies: take care of the convenience and stable work of any software that helps to provide customer support.
Here are your general tips on how to create great customer service:
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