Customer service skills are necessary in a wide variety of industries, from advertising to consulting, and to retail, food, and beverage. If you are looking to improve your business’s customer service provision, whatever industry you serve, here are 5 ways in which you can employ excellent customer service.
Solve issues in a single interaction
When asked what the most important aspects of a good customer service are to them, an average of 33% of people worldwide wanted to get their issue resolved in a single interaction (no matter the length of time). However, solving issues in a single interaction is dependent on a range of features and skills.
Firstly, calls need to be intelligently routed to the correct department of your customer service, so that customers receive relevant help. This can be done by using artificial intelligence to gather basic information about the customer query, before forwarding the call on.
This can also be assisted by a cloud contact centre, which combines all internal business and external communications into one integrated solution. This often allows seamless transition between customer service agents, and between modes of communication, which makes every solution as simple as a single interaction, even when a follow up is required.
Another way you can employ excellent customer service is to ensure that you respond to all queries as promptly as possible. To make sure that this is consistent, you may implement a policy which sets out the maximum time it should take to respond to a customer.
For example, you might commit to replying within 24 hours, although this might be relaxed to 48 hours over weekends, bank holidays, and other times of reduced hours.
Employ self service for simple scenarios
The most popular way to use artificial intelligence (AI) chatbots worldwide is for simple self-service scenarios, as reported by 78% of organisations. Often, customers will want to quickly resolve their issues themselves without having to make a phone call. Therefore, self-service is a scalable, cost effective way to help customers help themselves.
Listen to and get to know your customers
According to the Harvard Business Review, increasing customer retention rates by 5% can increase profits by 25% to 95%. One way you can do so is by making your customers feel valued and part of a community.
Foster a positive relationship with your customers, taking time to listen to them and get to know them. In turn, this provides a personalised service, and will show that you care about their custom. This will inspire loyalty and thus increase customer retention.
Ask for feedback (and use it!)
Asking your customers for their feedback shows that you value their opinions and want to make their customer experience better. You might use a feedback form, customer survey, questionnaire, or ask them a quick question at the point of sale.
Take the time to review the feedback carefully, identifying areas for improvement and changes you could make. And then, remember to make the necessary changes, improving the customer service process.
Overall, employing good customer service is a key part of customer attraction and retention.