Almost 9 out of 10 people have stopped doing business with a company due to poor customer service. Of those surveyed, 55% would spend more money to guarantee exceptional service and a massive 77% would recommend that business to a friend.
Here’s some tips to sharpen those customer service skills so you and your business can deliver the experience people are looking for.
1. Learn to Listen
Very few things annoy a customer quite like having to explain their problem multiple times, especially to the same staff member. Actively listen and clarify anything that they don’t understand. Then, and only then, attempt to provide a resolution to the issue.
2. Get Personal
Customers want to feel valued and treated as individuals rather than just another anonymous customer or client. A simple way to do this is to always ask for a name and utilise B2B customer service software so your business can keep track of previous activity. A fully customisable software is Sugar CRM.
3. Stay Positive
Many customers can be won over if a satisfactory solution to their issue is found in a timely manner. Stay calm and remain optimistic.
4. Avoid Guesswork
Honesty is the best policy as long as you explain the steps you are going to take to get an answer. Admit that you don’t know the answer and set a time frame for a response.
5. Respond Quickly
Unsurprisingly, 66% of people believe that valuing their time is the most important thing in customer experience. Customers do not want to get stuck in a ticket queue but they will spend as much time as needed to resolve their issue, therefore so you should.
It’s service that keeps customers loyal to your business. Keep customer service a priority and you’ll gain a reputation for being helpful and easy to work with.
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