There are some companies who think that all there is to customer service is great quality products. But customer service is about knowing who your customers are and considering their needs and wants in relation to what you can offer them. It’s about building a relationship with your customers to establish loyalty and build a brand reputation.
Customer service is about accepting feedback from your loyal customers and listening to what they have to say in order to improve as a business. To provide this type of quality customer service, you need to start paying more attention to your customers and avoid the common errors of the customer support industry. Customers are a crucial part of profiting in a business so this is relevant to every business owner. We’re going to go through four common mistakes that customer service agents make and provide you with a simple solution that will take care of all them.
Inconsistent customer service
As a customer service agent, it’s important to be polite, helpful and have the customer’s interests at heart. As a customer service department manager, you need to make sure that each of your customer service agents is adhering to those customer service qualities.
Every customer service agent needs to respect the urgency of each customer request or complaint that comes in. There’s surely a reason why a customer has contacted you, and it’s up to you to assist them as quickly and as best you can. It’s part of the job to have difficult customer calls and to be frustrated at times. But that isn’t an excuse to lower your standard of customer care or compromise on the customer service values established by your profession.
You will likely have to deal with the same customer more than once and it’s important that every interaction is conducted in a professional and cooperative manner. Those are your loyal customers and if you want to keep your business reputation in a good light, you’re going to need to be consistent with your service quality.
One-channel customer support
Another mistake companies make is by limiting their customer support channels to one medium. In smaller companies, this might seem like the simplest solution when you don’t have an entire customer service department who can take care of customers. But it’s not sustainable and will only frustrate your customers and send them to a competitor.
The more methods in which a customer can contact your company and receive assistance, the more likely they are to remain loyal. Many times you’ll hear customers complain that they’ve tried to resolve an issue through the provided channel but are unable to gain clarity. Customer service is about making the customer experience convenient throughout every interaction with the business, even when it’s an opportunity for them to provide constructive feedback.
“How can I direct your call”
There is nothing more frustrating for a customer than calling the customer service line and being asked “how can I direct your call?” or “please hold while I find someone who can help you”. That defeats the purpose of having a support line when they still need to be transferred to the correct support line.
Tiered customer service does not work. The customer has to repeat themselves three (or more) times before reaching the correct person, and then having to state their situation one more time. Time is wasted, patience is tested and it’s not a step towards a good customer service review.
A collaborative customer support system would be the best option where customer service agents can request for more experienced assistance to seamlessly take over and help until the issue is resolved.
A solely reactive approach
Yes, in customer service it’s important to respond to any incoming enquiries. But, it’s also important to be proactive in your customer service – something business don’t always have the resources for.
There is customer service software that can monitor statistics such as the last time a customer was in contact with you, for example. Then your customer service agents can be the one to get in touch with the customer and make sure they’re still happy with your service. It pays to be proactive in customer service to have your customers remain loyal and choose your business every time.
A solution to all of the above
If you want to perfect your customer service and not have to worry about being understaffed, under qualified or under-resourced in terms of the latest technologies, there is a single solution.
What you need is a business process outsourcing call centre service. This is a business process outsourcing (BPO) company that can see to all of your customer service needs. Their resources will be at your disposal when you choose to use their business process outsourcing services for your customer support. You will be able to remain focused on providing that quality product or service to your customers and they will take care of the necessary customer interactions. It really is a simple way to avoid all of the above errors.