In a market where bad reviews on Twitter can lead to business failure, customer service becomes a business priority. Whether by phone, online chat or social network, this service must meet a number of fundamental requirements. From Xitsus we offer you 9 tips for good customer service.
1.CUSTOMER SERVICE: DIFFERENTIATING ELEMENT
Regardless of the channel, the attitude, the treatment
personalized, and the resolution of needs and demands must be part of the raison d’être of any customer service. This service can become the added value or differentiating element of our company from the competition, boosting sales and causing the success of the business. Here are 9 tips to improve customer service:
The basis of good customer service is the people who provide the service. It is the task of the human resources department to carry out a good selection process to find employees who are trained, qualified and predisposed to offer the best service to the customer.
Customer service, like communication, evolves and incorporates new technologies and strategies, so a continuous education and training of staff is essential. In addition, this will contribute to the motivation and incentive of employees to meet the needs of consumers.
3.GETTING TO KNOW THE CUSTOMERS
Knowing the customers, both in particular and in general, that is, the profile of the target audience, is essential to properly meet their needs.
Listening, understanding and responding to their changing expectations are the three pillars on which customer service rests. But this does not end once this need has been satisfied. It is advisable to follow up, especially with those consumers who have abandoned the brand as customers or who have filed complaints. Knowing their opinions and feedback, changes and improvements can be implemented.
Mission, vision, values and objectives are terms applicable to all areas of the company. Customer service must reflect all this and be in accordance and harmony with the company’s philosophy.
This service is the main standard-bearer of the brand image and branding and must be cared for accordingly.
In addition, the customer service department itself must have its own vision and objectives, which are understandable, verifiable and measurable, through surveys, forms or other tools that allow to know the degree of customer satisfaction.
The principles of kindness, cordiality and courtesy must be applicable to any client at any time and under any circumstance and transmitted in the best possible way through the different communication channels. Correct spelling, grammar and tone in written messages, respectful eye contact and body language in person, and proper vocalization and intonation over the phone.
There must be a willingness on the part of the employee to help the customer and show an interest in customer satisfaction rather than in making a sale.
6.RESOLVE NEEDS, COMPLAINTS AND DEMANDS
In case of customer complaints, it is recommended to follow three phases: explanation, solution and compensation. But never excuses. You must explain the error or infraction committed, quickly offer a viable and satisfactory solution and compensate the customer for the inconvenience caused by a product, promotion or similar.
The client is, above all, a person who wishes to be treated as such, with his or her individual characteristics, needs, tastes and preferences. Therefore, they should receive personalized treatment and be attended, preferably, by the same employee or salesperson during the entire purchase process.
Within the limits allowed by the business and the company, it must adapt to the characteristics of the client.
9.SINCERITY AND COMMITMENT
The main objective of customer service is to get the customer to trust the brand. This will be achieved through sincerity and commitment. By transmitting relevant, continuous and transparent information, and remaining available to the consumer at all times, we will gain their loyalty and trust.
We must not promise what cannot be fulfilled, because this will only lead to customer dissatisfaction and, as a consequence, bad reviews and loss of sales.