If there’s one thing businesses need to know about the current customer service landscape, it’s that today’s market is one that belongs to the consumer. Customers are becoming increasingly cut-throat about the experiences they are being served, often prompt to opt out of services they deem to be sub-par. The capricious nature of the modern customer urgently encourages service providers to ponder the question; what are people really looking for when it comes to customer service?
Fortunately for all, this question is one of a simple nature. After all, no matter who we are, at the end of the day, we are all customers to something. I for one value efficiency and personalisation over exceptional politeness. When I call a contact centre, I want a quick and successful exchange. Research suggests that other customers echo this preference; efficiency accompanied by a good dose of empathy and personalisation.
So, how can we as service providers ensure we are delivering on a customer service experience that successfully caters to our customers?
1. Know your product
Ever stood up to present an idea in front of a room? If you have, you will have noticed how much of a better job you do when you truly know and understand what you are talking about. Same goes for customer service. If you and your team know your offering inside out, there will be little to no guess work when it comes to providing exceptional service to your customers; ensuring a seamless and pleasant exchange for all. But don’t stress if not all your agents are experts when it comes to your product or service, current tech enables us to show product details to agents in real-time, allowing them to step into expertise in an instant.
2. Prioritise Customer-Centricity
Companies that truly embody a customer-centric culture are 60 per cent more profitable compared to companies that don't. Just because it seems obvious to orbit your customers when it comes to customer service, it doesn’t mean it happens all the time or that you don’t need to train your team.
3. Set Clear Customer Service Standards
Define your company's customer service standards and communicate them to your team. Make sure everyone understands what is expected in terms of response time, communication style, and problem resolution.
4. Personalised Customer Experiences
Whenever possible, use customer names and reference previous interactions. Personalisation shows that you value their business and are attentive to their specific needs.
5. Timely Responses and Short Wait Times
Aim to respond to customer inquiries promptly. Even if you can't provide an immediate solution, acknowledging their request and setting expectations for resolution can go a long way in demonstrating your commitment to their satisfaction. Consider implementing tech that will allow you to decrease wait times (such as Digital Agents), in turn improving on your customer satisfaction levels.
6. Omnichannel Customer Service
Omnichannel customer service ensures customers aren’t forced into communicating with a service provider from only one channel of communication; making communication between customers and companies more accessible and fluid. Customers can interact with a business through their preferred channel, whether it's phone, email, chat, social media, or in-person, and expect a consistent level of service and information To provide effective omnichannel customer service, businesses need to integrate customer data from various channels, ensure consistent branding and messaging, and enable seamless and consistent channel transitions. Proper training, a unified knowledge base, and real-time monitoring are essential, as is automation for routine tasks and personalisation.
7. Embrace Technology
Many people feel understandably reluctant when it comes to embracing emerging technologies. It can feel daunting, but usually, there is a sizeable competitive edge that lies in embracing new tech. Begin by assessing your centre's needs and challenges, involving stakeholders, and crafting a clear technology roadmap. Thoroughly research and select the right technologies, considering budget and ROI. Implement and integrate the chosen tools while providing comprehensive training and conducting testing. Prioritise data security and compliance, and continually monitor and optimize performance. Foster a feedback culture and stay informed about industry trends. This comprehensive approach ensures that new technology enhances your contact centre's efficiency, customer service, and competitive edge
8. Customer Experience Feedback Loop
Encourage customers to provide feedback and actively seek it out. Use their input to identify areas for improvement and make necessary changes to enhance your service. Collecting your customer’s feedback increases their satisfaction and your NPS scores.
9. Handle Complaints with Grace
Mistakes happen. When they do, acknowledge them promptly, take responsibility, and work to resolve the issue to the customer's satisfaction. A well-handled complaint can strengthen customer loyalty.
10. Empower Your Team
Give your customer service representatives the authority and tools to resolve issues without unnecessary escalation. Empowered employees can resolve problems more quickly and effectively.
If you already practice most of these tips then congrats! Your customer service is certainly up to scratch. If you’re in the process of building up your customer service strategy, then these tips can act as divine counsel.
Following all these tips is a great start, however, it is important to remember that delivering consistently great customer service is an ongoing process that requires dedication and a customer-centric mindset throughout your organisation. It's also important to adapt to changing customer needs and preferences as your business evolves.
