Running a business is one of the most daunting tasks in current times. Everything is changing at such a fast pace that you continuously have to reevaluate different aspects of the business. From tech to business techniques, almost everything that was once considered vital is now obsolete. Thanks to constant change, companies that were once listed in the fortune 500 have now run out of business.
However, the full blame is not on technology but on feedback-based change. More people are willing to keep their businesses alive with old methods that they have already learned and mastered.
However, technology is pushing people to become more customer centered, and keeping the people at the base of the business rather than the profit. This calls for special attention to consumer feedback. Even small businesses are now taking it as a hint and working on enhancing their customer experience by using effective customer service.
Companies are looking for inclusive customer service programs that are helping agents to learn ways to celebrate diversity and bring more people into the circle regardless of their language barriers.
Big businesses like Xfinity are enhancing the experience of their customers by making their customer support much more welcoming for everyone. Apart from the 24/7 availability of their customer service, they also offer Comcast Xfinity en Español for complete guidance in Spanish so that native Spanish speakers can also feel included.
Tips To Boost the Customer Service Experience for Any Business
As a business owner, listening to your customers and working on enhancing the user experience is vital for business. If you do not realize how important it is, you can take help from some famous examples like Nokia and Kodac. Once considered big brands, both companies ran out of business when the customers switched to companies that were more fluent with new technology and valued their user experience.
As a small company, struggling with business, customer experience is the only route to survival. This is not just limited to getting active feedback but also helping customers when there is a hurdle.
Here are some of the simplest yet most effective tips that can help you boost the customer service experience for your business.
Cut the Response Time to the Minimum
When complaining about bad service, the customer needs a quick connection that can help him to release the tension. In case, there is a long queue and waiting time, this will only add fuel to fire.
Most companies that offer a very ordinary product in the market win the hearts of their customers by offering a quick response. These businesses might not excel in product quality but their customer service takes them a long way.
Put Customer at the Center
The biggest problem that most customers face right after they had a bad experience with the service or the product is that they feel unheard. Putting the customer at the center means anything that can make your customer feel left out should be removed.
In the case of customer service, most companies use AI systems and lengthy IVR scripts. This increase in confusion eventually infuriates them and there is a high chance that the customer will take a cold silent exit next time, costing you your business.
Cut the Solution Time
Yes, being polite and offering a shoulder to your customer is good, but if the complaint has no follow-up and a swift response, this will build frustration.
To specifically target the customers, keeping the customer service department close to the management is very important. The connection between customer service and management will help in swift feedback so the issue gets resolved right away.
Add Personalized Touch to the Interaction
The only way to make your customer feel special is to add a human touch to each conversation. Your human touch should not just be limited to adding an expressive voice or adjusting one. Instead, it should add words that will make the customer feel connected and heard.
Some agents like to ask about the weather while others ask about the day. These simple expressions matter, but as a customer service agent, personalized touch should not go beyond a few sentences because this will choke the line keeping others on hold and long waiting lines.
Look For Feedback
Constructive feedback will help you become better. This is not just limited to personal feedback but also the feedback that you will receive about the company, its products, and its services.
Usually, there is a prompt service that asks for feedback about the experience with the company and with the agent, however, in other cases, agents ask for feedback. Feedback is the most valuable thing you will earn from any interaction. This is the reason companies assign before and after rating systems.
Work On Empathy
As a customer service agent, your goal should be to make the customer feel at ease so they can tell you about the issue. However, sometimes the experience is horrible, and the waiting time is too long so customers end up lashing out. In this case, as a customer service agent, you need to stay calm.
Try to step into the shoes of the customer who just had a bad experience, and know how important it is for them to resolve the issue. This will help you understand the situation and come up with the words that you will like to hear after such a frustrating experience.
Don’t Over Commit
Over-committing is one of the biggest reasons customers keep calling for the same issue. Most customer support officers give a very strict timeline and after the timeline expires, the customer feels more irritated and calls back.
As a customer support agent, you cannot give someone a timeline unless you are very sure. An easy way to resolve this issue is to use a tracking tool and give them a maximum-to-minimum cap, so customers do not feel frustrated.
Customer service is one of the fastest paced departments in a workplace. As an agent, you will work as the ambassador of the business so giving up should not be an option. However, by using the above-mentioned tips businesses can boost the customer service experience for their customers.