Did you know that 89% of consumers are said to keep coming back to do business with your company after a positive customer support experience? This goes to show that customer service plays one of the most important, if not the most, in the success of any company. Customer satisfaction has a huge impact on your overall sales. The satisfaction does only primarily come from the product they purchase from you but the experience they have with your sales support agents.
It might be pretty shocking to you but this is the truth – the customer support department has all the power to make or break your business.
Therefore, if you are just getting started with your company, then we highly suggest you keep reading this article because we have created this beginner’s guide for you to improve your company’s customer service.
So, without much further ado, let’s get started.
This might come off as a universal thing everyone should know but you would be surprised to know that not many companies are aware of it. Effective communication indicates that your agents or sales representatives must be able to communicate clearly with the customers or callers. They must know how to talk to someone who has a different native language.
Take for example Cox Communications®; this telecom company is famous for its inclusivity. It offers impressive customer support to not only those who speak English but Spanish speakers as well. As a person of Hispanic descent, you can contact Cox Communications en Español and get all your questions answered and that too without facing any ambiguity.
Therefore, you need to train your agents to talk effectively, clearly, and efficiently with any customer that contacts them.
The job of customer support demands patience. The agents get calls from all kinds of people. Some might be frustrated while some could be agitated over something that went wrong with the product or services. The last thing you want to do is make them more infuriated than they already are.
If the agents are of the view that the only way to deal with customers like this is by speaking with the same tone, then they are wrong. In fact, according to one of the research, 78% of consumers are willing to do business with companies even after encountering issues, only because of their excellent customer service.
Like communication skills, the art of patience needs to be practiced by customers, which can only happen if they learn to control their emotions and stay as professional as they can even if snarky remarks by consumers are thrown at them.
This one goes hand in hand with our last point – admitting mistakes can change the whole game for you. If the trainer has failed to recognize the needs of customers or made a mistake, then there is no harm in admitting it. On the contrary, it can help you establish a healthy relationship with them.
Be very clear in stating that your company is willing to rectify the solution and compensate the customers for it. Moreover, you should also ensure them that the sales rep will find a solution to their problems to the best of their ability.
When you hire a customer support agent, make sure that you give them proper training regarding your products. Either provide them with a complete booklet or document containing all the information related to the services you offer or make them work under a senior sales executive so that they can learn directly from them and get all their queries answered.
You don’t want your sales rep to provide false information to any of your customers. Similarly, you don’t want them to misguide or mislead them because trust us when we say; this can blow out of proportion quickly and badly.
To save your company from this huge loss, make sure that all the newly hired agents go through proper training where they learn everything there is regarding your business and the services.
To retain your consumers, you need to improve your customer service. No matter how amazing or affordable your products are, if your customer support is not up to the mark, then you can brace yourself for a huge downfall. This is why as a newbie in the business world, you should consider the abovementioned tips to improve your customer service so that your company can achieve success in the competitive market.
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