Sometimes, having better customer service isn’t just about having all the right tools available. It is about understanding your customers and what they want from you. And while technology does make a huge impact on your ability to reach and communicate with your customer, so does the way you approach them in phone calls and texts. Here are 5 tips to follow if you want stronger customer service.
When training your customer service representatives, make sure you are encouraging consistency with the brand and the way in which you respond to customers. They will start to expect a specific feeling from your company, and the consistency will do a lot for your overall brand.
Teach your customer service agents to be more personal with your customers. While holding for a few minutes, have them ask about your customer’s day and share personal information. It helps your customers feel like they are talking to a real person instead of a machine, which goes a long way to helping perk up their mood. Also teach your reps to empathize with customers and their situations.
- Fast responses
Make sure you always respond to customer inquiries immediately. Don’t make them wait any longer than necessary. With AI Chatbot, you can respond to texts immediately and give your customers a very fast answer. It is a really great way to increase speed even for customers waiting to speak on the phone because fewer customers will feel the need to call if they know they can text.
- Make sure their accent isn’t too strong
It doesn’t matter whether or not a customer service agent has an accent, and if they are speaking another language to customers, it won’t matter at all. However, it is very difficult for customers to get what they need when they feel like the person they are talking to can’t even understand them. If customers get too frustrated, they will walk away from your company complete.
- Respond on social media
Don’t assume that because you have phone calls or texting available that your customers won’t be interested in communicating in other ways. Get on social media and respond to customer inquiries. Make sure you look on review sites and respond to bad reviews. Not only does it help with that particular customer, but it also encourages other customers to try your service. They expect to see bad reviews, but it is great to see a company is actually doing something about it.