7 tips for quality customer service

We often forget the importances of customer service ... and yet it is today one of the determining elements for the growth of your business. Indeed, today consumers are volatile, if they are not satisfied, they will go directly to the competitor, especially if they offer an irreproachable customer experience .

This is why the customer must be at the center of your strategy , in each department, at each stage of the customers journey, because it will allow you to build long-term loyalty and therefore to perpetuate your business . Here are some tips to follow to build quality customer service in your business.

Establish a customer-centric culture

To successfully implement quality customer service, there is no secret: you must put your customer at the heart of the system and of your concerns.

 “If we can keep our competition focused on us while we stay focused on the customer, ultimately we'll always be ahead, ” recalls Jeff Bezos, CEO of Amazon.in this article from Les Echos.

Support your customers before and after the purchase to offer them the best possible experience. Don't focus on selling your products or services. The focus should be on the customer and their issues, and how you can help solve them. This implies that each time you are going to make a decision, you must take into account the consequences of your choices on your customers.

This strategy will allow you to retain your customers and you will benefit from added value that will make the difference against your competitors.

The Hubspot publisher (of which we are Diamond partners ) has created the customer code for this purpose .

Have a team that knows the company and its values well to meet and anticipate customer needs

Your after-sales service is in direct contact with customers when they have complaints. It is therefore important that your after-sales service team have a good knowledge of your company, your values but also your products or services offered.

Train your team on customer service skills. It is a strategy that develops over the long term but you will make the difference against your competitors! If you are efficient and attentive, your customers will recommend you to those around them.

According to Hubspot, if a company you are loyal to makes a mistake but recognizes it and “fixes” it, 96% of you would continue to buy .

Advice :

•             Do not try to justify a failure : it is not your client's problem if you are failing or if one of your employees is failing or if your methods are obsolete . Repair the damage and take it into account to improve your processes and not repeat the error.

•             Be responsive : according to Eptica (2015), 77% of consumers do not want to wait more than 6 hours for a response to an email or a post on Facebook .

•             Show empathy : according to the Association Française de la Relation Client (2014 study), 96% of consumers believe that human advice is essential in their relationship with the brand.

Solicit customer opinions and listen to them to better satisfy them

What could be more relevant than customer feedback to improve the way you work? And yes ! Take into accounts the opinion of your customers, their feedback, this is information that is worth gold. This will allow you to improve your customer service and make them even better satisfied.

You can use CSAT (Customer SATisfaction Score) or NPS (Net Promoter Score) surveys , which is an essential customer satisfaction indicator. This indicator will allow you to interpret your customers' satisfaction and compare with industry averages.

Here is how the NPS is calculated:

If you get a positive NPS (> 0) then you can consider your customer satisfaction to be good. Here is an example of what you can ask your customers: “On a scale of 1 to 10, how like is it that you would recommend this product / business to a friend or colleague?”.

You can classify your customers into three categories based on the results:

•             Promoters = respondents giving a score of 9 or 10

•             Passive = respondents giving a score of 7 or 8

•             Detractors = respondents giving a score of 0 to 6

 

Consider setting up satisfaction questionnaires. They will allow you to assess your customers' satisfaction with your business (what they like, what can be improved, etc.)

96% of dissatisfied customers do not talk about it proactively for lack of resources . It is therefore up to you to be proactive in obtaining the necessary information.

Be present on different channels

It's a fact: consumers are omnichannel and therefore expect to be able to contact your business through different channels: website form, instant chat, chatbot , social media, phone, etc.

Like companies like SFR  or Orange which use Twitter as a tool for managing complaints , social networks can be a relevant tool for managing after-sales service requests in an (almost) instant and transparent manner.

Another advantage is that social networks can be used by the marketing department as a means of monitoring to obtain feedback from the field:

•             Are my products reliable?

•             What are the main issues that users face when using it?

•             Is my customer service responsive / satisfactory?

•             Which blog posts or tutorial video should I create to improve the post-purchase experience?

•             Do I have to list everything in a knowledge base?

These feedbacks allow you to improve your offer through customer feedback , to create content that responds to post-purchase customer issues (we speak of a knowledge base in used vehicles) and therefore to provide an optimal customer experience.

Being responsive to your customers' requests will make all the difference

Another part that should not be overlooked for a successful customer experience: being responsive to your customers' requests.

Consumers are increasingly impatient and want their problem resolved as quickly as possible. They are even more demanding regarding the response time on digital (instant messaging, chatbot , etc.) and would like to have an answer ideally, within 24 hours but sometimes less.

An effective way to improve your customer service? Set up a chatbot, this will allow you to answer recurring questions and to declutter the switchboard!

Communicate internally to involve all your teams

Satisfied or dissatisfied customers affect the entire company. For this, all your departments (marketing, HR, after-sales service, accounting, etc.) must be mobilized to promote a quality customer experience .

Share with all your teams the results obtained with a client or important information about the company so that everyone feels as involved as possible.

Finally, set up a CRM to retain your customers

The customer experience is also the follow-up after the purchase and ensure that everything has gone well. You can use a CRM (Customer Relationship Management) or GRC (Gestion de la Relation Client in French). It is the ideal tool for generating personalized and automated emails to subsequently build customer loyalty and promote upgrades (upsells) or cross-sells!

Confused about how to choose the best CRM for your business? Don't panic, we suggest you download our CRM choice guide .

 Techcrunchpro    thepinkcharm  themarketinginfo   worldmarketingtips technologybeam

 

 

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