There were a lot of bad customer encounters last year, and with them came a lot of excuses.
When can businesses really stop making excuses and start making the necessary changes? Isn’t there more revenue to be lost if disgruntled customers want to avoid doing business with you than there is in investing in ways to have improved customer service experiences if money is an issue?
Customers who are satisfied are more likely to purchase from the company again. They’ll also promote businesses for free by telling their friends and family about them, as well as posting positive reviews online.
When zendesk asked customers what factors influence their confidence in a business, offering excellent customer service came out on top.
another year has begun, and with it, new opportunities for businesses to enhance their customer service. companies must avoid justifying or, even worse, defending their subpar customer service. Those who wish to do so will find a way. Those that don’t have it? Will come up with a variety of justifications.
The following are the top eight customer service resolutions that businesses can work hard to accomplish in 2021:
Reduce the amount of time you spend waiting.
If you’re known for long lines or long wait times for email and chat answers, look into different methods for halving the response time or wait time. If you think that’s too much, try lowering it by 10%. From there, you can gradually increase your effort each month until you reach your target. If you can’t do it yourself, consider enlisting the assistance of a business process outsourcing partner. However, you must ensure that you find the best business process outsourcing partner to fulfill all of your requirements.
Examine the customers’ most common grievances.
After all, 52 percent of customers worldwide want businesses to act on customer input. nothing irritates consumers more than when businesses keep making the same mistakes, since it implies that they aren’t paying attention. Request that team leaders or the QA team compile a weekly list of customer grievances, review them and make the required adjustments to ensure that these problems do not recur. If you can’t commit to doing it every week, at least try it once; I guarantee it will be eye-opening. Another choice is to read the csat feedback you get for a month. The happiest and disappointed people usually leave feedback, and you can learn a lot from both.
Listen to the clients, but still, hear what they’re doing.
It is preferable to empathize with the consumer rather than sympathise with them. Educate the salespeople on the distinctions between the two.
Make use of the information you have.
Are you utilizing all of the data at your disposal? Queuing patterns, staffing issues, poor agent efficiency, and other essential product and/or service issues could all be aided by your helpdesk data. Make a commitment to review your daily reporting and find at least one way to strengthen it.
And if you don’t have any main performance indicators (KPIs), you should…
choose one and get started! If you’re looking for a place to start, check out our eBook on customer service kpis.
Put your name down in line.
Even if it’s not your work, read a few tickets or listen to at least one phone call a week. Take note of those phone calls. Ask your agents important questions like what the customer’s concern was, whether they were more upset by the product/service or the method of reporting the issue, and what could have been done to make the experience more pleasant and effective. If you’ve got the answers you need, brainstorm ways to improve customer interactions on a regular basis.
Examine the preparation.
Are you adequately preparing your agents before placing them in the queue? Are they having enough coaching and refresher training after they’ve joined the queue? Ask your agents if they are properly trained as a first step, and then commit to enhancing your training if possible.
The new phone call is chat.
Customers prefer it to other contact networks because of the instantaneity it provides. However, keep one thing in mind: don’t eat up your customers’ patience with unhelpful bots. Instead, make individual chat members available for longer periods of time. If you don’t want or can’t afford to pay real people to talk with your customers for 24 hours, do eight hours instead. You have the freedom to change the availability of live chat (with a human) based on your company’s needs. Chatting with a bot, no matter how human-sounding it might be, isn’t particularly pleasurable. Here’s a step-by-step guide to setting up live chat.
Enough with the tired opening monologues.
Most of your customers have probably memorised what your agents would say when they answer the phone by now. Instead of the standard “Thank you for calling, x company,” say “Thank you for calling, x company.” What can I do to assist you today?” Use your imagination! Make it exciting and entertaining, and maybe even personalise it. An outdated and uninspiring opening greeting from your agents is the last thing any customer needs to hear after standing in line for at least 2-5 minutes. Seek advice from the communication coaches on how to go about it. You may also allow the agents to improvise, but keep in mind that they must be aware of their limitations and obligations. It doesn’t have to be unprofessional to be funny and relatable.