Have you ever wondered what your customers expect of you when they interact with your customer service? Well, a lot! Customers have higher expectations nowadays when reaching out to your customer service, and they will judge your business based on their experience with it. They want you to hear them and have experts ready to help resolve their issue in a timely manner.
In addition, a satisfactory interaction translates to increased confidence in your brand, more revenue, and loyal customers who become brand ambassadors when they tell their friends and family about their positive experience with your business. Review the following tips to determine if your customer service is meeting customers’ demands.
Multiple Options for Contact
Whether on social media, email, live chat, over the phone or in person, customers expect you to meet them on their preferred communication channel. Businesses now must accommodate their customers’ communication preferences and provide multiple options to ensure a positive customer service experience. Customers are more tech-savvy than ever and expect you to be as well, so offering people options across different channels will translate into a positive experience.
However, experts warn of relying too much on automation; customers prefer to interact with other people, not talk to machines.
Experts on Your Product or Service
A well-trained customer service team means they fully understand the product or service they assist customers with in detail and can resolve any issue on time. The team should be able to answer any question about the product details, shipping options, account settings, and even terms and conditions with confidence and authority on the topic. A knowledgeable, well-trained customer service team will bring in better returns for your business and happy customers who plan to reuse your product or service.
Customers expect you to solve their problem quickly, no matter what the channel is. Responding late to their attempt to reach you will only add more frustration to the situation. One study found that customers expect a brand to respond on Twitter in one hour or less. Long hold times over the phone, unread emails, and unanswered support tickets have a long-term impact on your customers’ experience. It is likely that when a customer has been waiting a long time for support, they will leave for the competition, costing you not just money but bad reviews as well.
Resolve the Issue at Hand
Resolving issues on the first call or first contact is essential to a successful interaction. Your customer service should use every tool possible to resolve any issues at hand. If the issue can’t be fixed, your customer service should offer some way to make up for the inconvenience.
Customer service should be professional and efficient while addressing the issue, even when the customer is emotional. Guiding the customer through the issue and explaining why it occurred first helps calm down the situation.
In addition, customer service teams must have transparency and honesty when helping customers, and they need to remain clear and to the point when explaining something. Dealing with an emotional customer requires empathy and excellent listening skills to fix the issue.
Optimize Your Customer Service
Customer service is an essential pillar of your business. It has the power to help you retain customers or lose them to competitors. So accommodating your customers, meeting them on their preferred channel, and quickly fixing their issues will go a long way. Customers’ high expectations are a reality every business must prepare for. Evaluate the previous tips to stand on the quality of your customer service. If you need help with your customer service, consider hiring a professional answering service.