When customer service is given the credence it deserves, only then do companies get to see what “word of mouth” is all about.
1. Your customer service team needs the right tools
There is just no substitute for knowing your customers. The right support tools make it easy. You’d be surprised at the number of meaningful conversations you can have when you no longer have to stumble around in the dark.
2. Practice clear communication with customers
Excellence in anything increases your potential in everything. There are few positions for which this applies more than support—clarity in communication is paramount because it affects everything you do.
3. Speak as your customers do
Your customers want conversations, not “correspondence.” You’re not talking with the Queen
4. Always use positive language
Positive language is a great way to avoid accidental conflicts sprung from miscommunication. While the change is subtle, the effects are drastic.
5. Give credence to customer complaints
Harsh words are not always indicative of insight, and complaining customers are not always a sign that something is wrong. Be that as it may, sometimes great feedback is buried within the vitriol
6. Take a whole-company approach
When everyone in the company is involved in customer service, it changes the dynamic significantly. Knowledge of issues, bugs, and features is much more widespread throughout the team.
Customer service can either be nothing more than a means to an end, or it can be a dynamic aspect of your entire business. Engaging customers and helping them get the most out of your product will give them a reason to tell others why they love your company