Is Your Customer Service Letting You Down?

shutterstock_129322772How up to date are your company’s customer service skills? Customer service is one of the main building blocks of your business, and the importance of customer service can’t be over-stated. Your business relies on your customers, so naturally you need your customers to be happy.

So just how can you make sure your customer service is at its best?

 

 

Start with these five key areas:

  1. Keep Your Customer Service Skills Up to Date

Customer service skills are just that: Skills.

That means that the best thing you can do for your business is keep your team’s customer service skills up to date with regular education, discussions and continuing professional development. Some key skills to focus on include:

  • Active listening;
  • Communications;
  • Empathy;
  • Knowledge;
  • Adaptability;
  • Genuine work ethic.

By breaking down customer service into specific skill sets, you can better help your employees to grasp what good customer service looks like and how to practice it.

  1. Engage Your Whole Team in Customer Service

As the article “Want Better Sales & Customer Relationships? Do This One Thing” points out; internal communications are a vital and often overlooked part of customer service. If different departments don’t communicate, mistakes can happen which have a negative impact on customer service.

For example, a customer may be given conflicting information or passed to the wrong department. The IT team might find their infrastructure isn’t best suited to current goals, which could have been avoided by open communications with the sales department, and so on.

  1. Be There When Your Customers Need You

If your customers can’t get hold of you, they’ll be frustrated and their opinion of your business will be a negative one. Make sure you’re always there for your customers by offering clear directions on how to get in touch with you, and how to get in touch with the right department for their query.

Make use of telephone “find me” features, voicemail-to-email, and other technology to make sure your customers can reach you when they need to.

  1. Listen to Your Customers

Making sure your customers feel heard and valued is a cornerstone of good customer service. You can reach out and ask what your customers feel about your business through surveys, blog posts, social media posts, and simply picking up the telephone and asking.

Of course, it’s important that you listen to the feedback you get and act on it where appropriate. Whether the feedback is positive or negative, respond to it in a timely fashion. If a customer complains, make sure their complaint is answered quickly and politely. Take responsibility for your mistakes and work to fix them, and your customers will see that you’re genuine and trustworthy.

  1. Make it Personal

The personal touch can make all the difference when it comes to customer service, making sure your customers feeling like valued people instead of just another number.

From personalized marketing materials to the simple act of remembering a customer’s name and important details, forging a personal connection will strengthen your customer service.

Don’t forget to inject something personal into your company, too; a sense of personality and letting your customers know the faces behind the name will go a long way to helping them feel a personal connection with you.

Happy customers mean more revenue, repeat business, and recommendations to their family and friends. Pay attention to your customer service now and your business will reap the rewards far into the future.

About the Author: Tristan Anwyn writes on a wide variety of topics, including social media, SEO, branding and customer service.