This business idea is for you if you enjoy working with people and finding solutions to difficulties. Many corporations that outsource their customer support operations hire contractors who work from home. To begin, you can register with freelancing websites like Upwork to test the market for this business concept.
If you are already a CSR expert with management abilities, you can create and manage a virtual team online and engage clients as a legitimate customer service company or give such teams and individuals customer service training.
10 Ways to Deliver Consistently Great Customer Service
1. Recognize your goods
As a customer support representative, you spend the entire day troubleshooting for clients, thus you must be an expert on the product.
Comprehensive product knowledge is a crucial customer service competency. Ideally, you should have confidence in the product, be able to intelligently analyze features and use cases, demonstrate to consumers how the product can help them, and fix any issues that may arise!
Your responsibility is to ensure that your consumers receive actual worth for their money and make the most of their purchases.
Make it a point to become an expert on your brand so you may wow your clients with timely suggestions for utilizing fresh features and offerings.
2. Keep a positive outlook
A great attitude helps a great deal in offering top-notch customer service since attitude is everything.
According to Flavio Martins, VP of Operations and Customer Service at DigiCert, Inc., having the correct attitude may turn bad customer encounters into great ones. Since the majority of client contacts take place in virtual spaces, your language and voice tone should convey your attitude.
The tone of written communication can be misinterpreted easily, and email or live chat may come off as frigid. The body language and facial expressions—many of which are missing online—are among the many clues that the brain utilizes to decipher another person’s emotional tone.
Use emoticons to express friendliness and fun, and pick up the phone if an email or chat conversation becomes tense.
3. Solve problems in a novel way
Bad customer service has led to the turnover of more than 80% of consumers. There will constantly be problems to solve, so you must relish the opportunity to do so and make it a key component of your support role.
Everybody has heard of Zappos’ renowned customer service. For instance, they once gave a best man complimentary shoes the day before the wedding since the delivery company misplaced his purchase and sent it to the wrong place. They won a client for life and provided the man with a tale that he couldn’t wait to tell. Zappos fixed a problem and demonstrated exceptional customer service.
As you work to find solutions for your clients’ problems, don’t be scared to impress them. You might simply solve the problem and move on, but by coming up with innovative solutions that are above and beyond, you’ll win over clients who will be loyal to you and your goods.
4. React instantly
According to 66% of respondents, the most crucial aspect of any online customer experience is respecting the client’s time. A key component of providing excellent customer service is promptly responding to consumer inquiries. Speed is crucial, especially when dealing with minor problems that may be resolved quickly.
Therefore, excellent customer service always prevails over speed.
Customers are aware that more difficult questions require more time to answer. There is a distinction between how quickly you reply and how quickly you fix their concerns. Although customers would prefer not to wait in a ticket queue, they are willing to take as much time as necessary to address their problem. And you ought to.
While you should respond to clients as soon as you can, don’t rush to end the call or dismiss the ticket before the problem has been fully resolved.
5. Make your service unique
Customers demand better human service, according to 40% of them. They would like to feel more than just a ticket number, in other words. They become irate when they don’t receive personalized attention, boilerplate responses, or when they are treated like a tennis ball by several individuals.
Customers like interacting with people rather than businesses. It contributes to the widespread practice of sending birthday presents to clients by numerous companies.
Do you have knowledge of the birthdays as well as the names of your customers? What about their pastimes or interests? Are you able to make them laugh? Going off script and adding a special touch whenever you can is a crucial approach to demonstrate to your consumers that you know them and care about them. Of course, you can’t do this for everyone.
Help Scout refers to tickets as “conversations” to enable support staff to approach requests in the queue with a more individualized perspective. Examine how the support tool you use can help you customize your support interactions if you’re using Help Scout or one of its rivals.
6. Enable clients to assist themselves
However, clients do not always wish to talk to an individual to fix their problem; frequently, they prefer to find a quick solution on their own. Before contacting a live operator, 81% of consumers try to handle things on their own. According to another study, 71% of people want to be able to handle most customer care concerns on their own.
The idea behind Assistance Scout’s Beacon, which places help information front and center so users can obtain answers exactly where they are without leaving the website, is that self-service is a scalable, affordable method to satisfy customers. Then, if they are unable to resolve their own problem, real-world assistance is only a few clicks away.
7. Center customer support around them
Customers come before items or profit since they are the most important aspect of your company. Because they are, treat them as if they are the center of your universe.
It’s time to think about a whole different strategy, says Kristin Smaby in “Being Human is Good Business: Building human-centric customer service with amazing people and innovative technology. Therefore, get to know your clients. Be kind to them. Empathize with others. It is worthwhile.
One of Southwest Airlines’ pilots famously demonstrated this idea by holding a flight to wait for a passenger going to a funeral. They prioritized people before their objectives, and that client will never forget that.
8. Pay close attention
In addition to listening in real-time, paying attention to consumer input involves reviewing historical data. When your consumers take the opportunity to contact you, let them know you are listening to them. When you listen, you’re more likely to understand the genuine issues that your consumers are facing and to be able to address them in a way that makes them happy.
Allow them to speak without imposing your own agenda. Don’t presume to predict what your customer will say.
Use expressions like “It sounds like… ” and “Do you mean…? to show that you are actively listening when you are on the phone or in a live conversation. or Let me double-check that I understand this.
In order to customize your answer to the circumstances, active listening also entails being aware of your customer’s particular personality and current emotional state. The same cannot be said of customer service.
9. Keep to what you say
It is basic sense customer service to make sure you fulfill any promises you make. Don’t let down your clients. Respect and trust are based on keeping your promise.
For instance, if you guarantee 99% SLA uptime, be sure to adhere to that level. Make sure you follow through on any promises you make about the development of software features. Offer anything as compensation when you violate your word, such as when you promise to respond to a consumer within 24 hours but don’t. Offer to replace the item and provide your customer a refund if the delivery is defective.
Interestingly, when you give more than you promised, clients do not feel very appreciative. However, if you breach a promise, they get outraged. To ensure that you never breach this significant social compact, it is still preferable to make modest promises and execute on them.
10. Show initiative in helping.
One of the most crucial things you could do to provide excellent customer service is to go the extra mile. When all the boxes have been checked but you still desire to do more, this is the situation.
Occasionally, being helpful entails foreseeing the needs of your clients before they can even express them. In fact, customers may make requests for one item when they genuinely require another. It’s your responsibility to foresee their wants and meet them.
Customers will continue to patronize you if they feel valued and truly special to you. If you do something good for your clients, they will desire to act in return, like buy your items. This may be related to the social psychology concept of reciprocity.
Giving them a special discount code or sending them a small gift “just because” can stroke their egos and show them that you genuinely value their business.
When a visitor inquired about where she could purchase a certain alarm clock they had in her room, the Gaylord Opryland hotel in Nashville provided genuinely helpful customer service. As a surprise parting gift, the hotel handed her one, earning them a very happy patron.
Increasing revenue by giving excellent customer service
Great customer service is the result of the aforementioned factors coming together. Excellent customer service not only wins you an image for being helpful and enjoyable to work with, but also keeps your clients loyal to you and your company.
Customers prefer not to be treated as numbers in a ticket queue but as actual persons. For growth that is driven by exemplary customer service, humanize both them and yourself.
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