Here are five ways to offer a better customer service experience to your customers.
1. Understand who your customer is
No matter how long and hard customer service teams study data, they cannot meet the expectations of every single customer. However, what they can do is get to know the different types of people shopping with them.
By creating these personas using advanced tools and technology, customer support teams can establish which model individuals fit and tailor their offering accordingly.
2. Be personable
It’s not about what you say, it’s the way you say it.
Customers usually report having the best experience when the person they’ve engaged with has been compassionate. It may be quicker to be blunt, but it could lose you the race in the long run.
3. Know the product or service
There’s nothing worse than speaking to an advisor when you have a technical question and them not having a clue how to answer it. Customers can usually tell if an advisor is just a paid member of a call centre, so we urge businesses to train all customer service representatives not only in their CXM strategy, but also in their product. Therefore, they can offer valuable information instead of making the business look silly.
4. Work on your CXM strategy
Customer Experience Management is a key strategy for any business, so this should be addressed by senior leaders. If there is no one on board with this kind of knowledge or experience, then outsource to specialists like https://signal.co.uk/ who know the ins and outs of customer experience.
5. Respond quickly
Did we say there was nothing worse than an uninformed advisor? Oops, we meant there’s nothing quite as bad as an advisor who doesn’t show up.
Imagine taking time out of your day to call a company, only to be left waiting for what feels like forever for a simple answer. Ensure you have enough employees to manage customer queries promptly, as the faster these are resolved, the better the customer will feel.
