The Insider’s Guide To Great Customer Service Keri | December 9th, 2015
As consumers, we regularly measure our experiences by the quality of a company’s products, services, and customer service. Ironically, many companies forget that customer service often reflects how the world views their business. I’m sure I’m not the only one who’s been stuck on the phone with a company for what seems like an eternity, trying to resolve a trivial problem.
If you run a business, there are many things you can do to help your team deliver great customer service to your customers. But perhaps the most important step you can take is to empower your team to be decisive. Don’t load them with predefined scripts and strict rules. Allow them to be real.
We’re fortunate at crowdSPRING. Our team is empowered to find out what is and isn’t working for our customers, to make customers happy, and to suggest ways we can improve what we do. It may seem like such a simple concept (and it is), but it’s not always widely practiced.
We’re very proud that in any given month, our customer satisfaction rating (customers who say they love their interaction with our customer service team) ranges between 96 and 98 percent. Anyone who’s been involved with customer service knows that’s a terrific result.
Here are five ways you too can deliver great customer service to your customers:
1. Be real.
No, really. I’m serious. We live in a world of boilerplate responses and automated phone calls. No matter how upset someone might be, they will always appreciate emailing, or speaking with a real person who acknowledges that they too, are real! Real life, human interaction goes a long way in Building great customer relationships. Personalize your emails, use your customer’s name, and be specific about what the situation is. The difference between sympathy and empathy to the customer’s problem.