It goes without saying that employees are more responsible than you to keep your customers happy and content. But, at some point, you might have to think of setting up a dedicated and compassionate customer service team. Whether you are a small business and have just hit the road or you are doing wonders already, a team solely dedicated to catering to customer needs and resolving their conflicts is imperative.
The first thing you need is a great internet connection that is super-fast, so you do not have delays in getting back to customer complaints and requests. Make sure that the provider you invest in has no record of internet throttling because that will be a huge issue for you. It is best to go with providers that have apps with low lag times. For instance, Spectrum. The pricing is quite affordable; it is available in most of the states, and not to mention what an enlightening experience the My Spectrum app itself is.
But is that enough for an amazing customer service experience? Absolutely not! There certainly is more needed to be done apart from getting your hands on a reliable internet provider. And, what exactly is that?
Find that out in this article. We will try to cover everything you must know about a better customer care service.
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7 Customer Care Tips for You to Follow
The secret to providing excellent customer service is not as complicated as it seems, but even the very best need a little reminder or coaching now and then. During a shot in golf, keeping one “swing thought” in mind can lead to great results. The same strategy works here.
The following are seven customer service ideas that will help you and your team hit the green in no time.
Shall we start then?
Listen to Understand, Not to Answer
This is the first and the most important tip that will help you reach the pinnacle of glory in your industry. The most successful businesses are those that are willing to listen to their customers. Do not listen to give your arguments or prove your point; listen to understand why the customer is upset and what could possibly be done to make it better.
And how can you achieve that?
You will be able to provide your customers with what they want more likely if you spend more time figuring out what it is they want. It is true that customer service positions are often busy and that staff are given numerous demands on their time, but rushing conversations and skipping steps will only exacerbate the problem in the long run.
It is imperative that clients feel their needs are being considered. Listening to customers is a prerequisite for good customer service.
Work on Anticipating Customer Needs
Believe it or not, it does not take some supernatural ability to anticipate what your customer wants. All you need is a little time and dedication and you will see the results for yourself in no time.
Let us take hospitality as an example. One of your regular customers may order the same dessert often, but on a busy day, the dessert is sold out very quickly. To not disappoint your potential customer, you can just put aside a small portion of the dessert.
This will imply that you are paying attention to the customer. And when customers feel noticed, they will be special and valued. This makes them more likely to utilize your services again.
Always be in Character When on Stage
Do not worry, we are not asking you to fake it or look phony. Not breaking character on stage means that you should be very patient whether they come to your physical stores or visit you online. When there is an unpleasant situation, try to deal with it in a way that the customer does not feel disrespected. Even when you know, it is not your fault; do not put the blame on the customer. Remember that the customer is always right.
Our attitude and “performance” also affect the reputation of our business. Consider the impact of someone acting badly while on duty (or even off-duty and still in uniform), such as a doctor in scrubs or a firefighter in uniform. Breaking character is also detrimental to your brand. People in leadership roles and business owners are not even allowed to remove their uniforms or name tags.
So, it is important to take care of how we are behaving more than ever when in uniforms. After all, we are the brand of our business and only we can make or break it.
Be Aware of Your Body Language
Your body language can reveal a lot about you in any situation.
Crossing your arms, fidgeting, and not maintaining eye contact will immediately set you off on the wrong foot. Providing clients with a confident, approachable, and attentive experience is paramount, so make sure that your actions reflect these values. Whenever you are unsure, relax and look directly at the customer.
Make sure your arms are not crossed while you speak and feel free to use appropriate hand gestures to make your point more impactful. You can also show interest in your client by leaning slightly towards them and nodding occasionally while they speak. Lastly, always wear a smile and make the customer feel welcomed and comfortable.
With that, let us move to the last tip for this article.
Define Roles of Your Customer Care Team
Now that you have a customer care team or are planning to form one, it is time to set a proper direction and consider its foundations. Your customer service team’s primary goal will depend on your target demographic, business model, and of course, the niche. Defining the unit’s objectives will be helpful here. When done well, these can be a great way to set the tone for the group and ensure recruits are on the same page early on.
There are a couple of questions you need to ask yourself before you move further:
- What will the staff of the customer care team exactly do?
- Will there be a separate team for physical and online stores?
- How can they better connect with the target audience?
- Do you think the team can handle issues of all sorts? Is there a proper channel needed to go about it?
- Does the staff understand the brand’s core values quite well? What core values, in particular, will drive a better customer care service?
And the list of questions might go on and on. Can you answer all these questions? Are you a hundred percent confident your team can handle everything? After answering these questions, use the results to fuel the mission and intentions of your customer care team, and also to hire key members.
Staff members in your customer service department are not the only ones who need to follow this process. Employees in other departments are also advised to follow it. Everyone within your company needs to know what the objectives of your soon-to-be customer service team are. This way, when an issue arises, they can use them more effectively.
Do you have a better idea of how to develop an amazing customer care team/service now?
Though it all starts with what kind of members do you have in your customer care team. But once they are part of your team, the work gets doubled. You will have to work hard on how to keep the workers engaged and satisfied so that they, as a result, do the same with the customers. We hope this article helps you in achieving that.