Perfect customer service is something that any business owner dreams of as it ensures repeat patronage and a sustainable future. However, the odds of having 100% error-free customer service are low, much like seeking perfection in any business endeavor.
This does not mean that you should not strive to reach the highest point of exceptional service possible. Here are some ways to ensure that your company’s customer service standards are as close to perfect as possible:
Being contactable
One of the most frequent complaints you will hear from customers is that they cannot get hold of a customer care agent when they need one. This is often due to a lack of telephone lines or a shortage of employees.
A virtual phone system from Talkroute turns desktop computers and smartphones into a phone system that you can operate from anywhere. The text function allows customer service agents to communicate with clients on this platform if that is their preference. You can allocate customer service employees work times outside of office hours, making your business contactable 24/7.
Avoiding over-automation
With so much technology at your fingertips, it has never been easier to automate many business functions. However, exercise some caution when it comes to your customer service department. While chatbots and automated responses can be extremely useful, they should never replace the personal touch.
Many people feel alienated from a company if they phone and struggle to deal directly with a person on the other end of the line. They are easily frustrated when confronted with robotic responses and might search for another supplier where they can still access a personal touch from a client service agent.
Acting proactively
Companies that view customer care as a function that only kicks in as a response to a complaint do not understand the power it wields. When used proactively, a client service division can secure repeat business and gain new customers.
Customer service agents should be contacting clients to follow up on their purchases and offering advice and support. This proactive approach makes clients feel valued and more likely to purchase goods and services from your company in the future.
To perform such tasks, customer service agents need access to quality communications systems, access to a client database, and sufficient training on products and services to offer technical advice and support.
Successful staffing solutions
Your efforts to achieve error-free customer service depend on the people you hire. Not everyone is cut out for this job. It requires outstanding interpersonal skills and infinite patience.
Call center agents must deal with irate customers, people who become irritated by their calls, and those who are slow to grasp their instructions about using a product or service. Therefore, it can be demotivating to sit on such calls for eight hours a day.
Call center agents need recognition and other incentives to prevent them from seeking work elsewhere. Such rewards do not need to be monetary as there are different ways to single out staff members who are doing an excellent job. Clearly, this is not a job that you can afford to be lax about during the recruitment and selection process.
Meeting client needs
Too often, a company’s client care department does not give customers what they want. Someone might phone in with a problem using something they bought from your business only to find themselves on the phone with a rude agent who cannot assist them.
Call center staff training should focus on keeping all actions client-centered, teaching agents how to deal with any queries they might encounter on a call. This training is essential for ensuring that agents can deliver on reasonable customer expectations.