5 Ways to Deliver Excellent Customer Service
Today, in the face of fierce market competition, strong trustful relationships with customers are becoming a decisive factor for the long-term prosperity of a company. High-quality customer service is not only one of the competitive advantages, in many areas of activity it has become the only competitive advantage. Service quality is the new standard by which customers judge the product quality. In order to help you provide the best possible service and help you stand out from the competition, we will provide you with some ways you can go about delivering excellent customer service.
1. Respond as Quickly as Possible
While you may already be providing your customers with many different channels that they can use to contact you, it is always important to respond as quickly as possible. For example, 60% of customers will hang up if they are left on hold for more than one minute and 32.3% of customers believe that companies should answer incoming calls right away. The same is true for instant chat. The average first response time expectation ranges between 6 seconds to 15 seconds. Therefore, regardless of which communication channels you are offering, be sure that there is somebody available to start the conversation right away.
If you are having difficulties lowering your response times or need to augment your in-house customer service team with additional agents, consider contacting Mindy Support. We have helped companies of all sizes improve the quality of their customer service.
2. Personalization is Key
In the experience economy, customers expect that you will personalize your customer service to match their individual needs. This can be as simple as addressing each customer by name. This increases engagement and builds a personal connection with them, making them feel valued and important. Also, the customer won’t feel like another numbered ticket to be dealt with and dispatched. When handling their inquiry, look for a personalized approach. While there may be a standard way of handling particular inquiries, always remember to show empathy and show the customer that you really care about them.
3. Fix Your Mistakes
If there‘s one thing in business you can be sure of, it’s that you’ll find yourself correcting customer service mistakes at times. And that’s ok. Nobody’s perfect. Instead of viewing mistakes as a failure, try viewing them as an opportunity. It’s when we get things wrong that we learn the most. When customer service mistakes happen, there’s a good chance you have frustrated customers on your hands. The first step is to acknowledge how these customers feel. Offering an apology is a good way to help customers keep their temper in check. Finally, don’t pass the blame off to someone else. In the eyes of your customers, your business is one coherent entity. And they just want that entity to put its hands up and say “Our bad, that’s on us.”
4. Listen to Your Customers
Your customers have high expectations for the companies they choose to patronize. Instead of guessing what your customers are looking for, why not ask them? Basically, this means that in addition to inbound customer service, you also need to conduct outbound as well. This will offer you several benefits. First of all, you will be able to avoid small problems from snowballing into big issues. Remember, 82% of customers said they would switch products or service providers after a bad experience with the company’s customer service department. Also, you will be able to better address training and allocate resources to fix specific issues instead of trying to fix everything at once.
5. Think Long Term – The Lifetime Value of a Customer
When a customer buys your product or service, it’s important to try and turn this person into a loyal brand ambassador so they will keep coming back. This is very important because acquiring a new customer can cost five times more than retaining an existing customer. Increasing customer retention by 5% can increase profits from 25-95%. Also, loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering. Therefore, make sure that your customer service agents understand the importance of making every customer happy since this will pay off big time for your business in the long run.
Trust Mindy Support to Handle All of Your Inbound and Outbound Customer Support Needs
Whether you are looking to set up a new sales team from scratch or simply augment the in-house team you already have, Mindy Support can provide you with the guidance you need to get your project off and running smoothly and as quickly as possible. We are one of the largest BPO providers in Eastern Europe with more than 2,000 employees in six locations all over Ukraine. Our size and location allow us to source and recruit the needed number of candidates within a short time frame and we can scale your team without sacrificing the quality of the work provided. Contact us today to learn more about how we can help you.
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August 13th, 2021Mindy News Blog