Customer Service 101: Going Beyond Merely Replying Your Customers’ Queries
Customer satisfaction is the cornerstone of any successful business. While one bad experience can make you renounce a brand forever, average customer service is often taken for granted. It’s time to move beyond merely responding to inquiries and creating a customer experience that will not only keep your customers happy, but also strengthen loyalty to your brand.
Here are some tips on how to continuously delight your customers:
Always be polite, never be hostile
Replying your customers’ queries does not have to be complicated. Listen to their needs and be courteous with your responses. More often than not, the way you say things counts for more than what you say. Remember, the customer sent in a query because they are unable to solve it and may be frustrated.
Show them that you’re happy to help them with the right attitude from the get-go. Set the tone right, approach it with a positive attitude and you will see that it makes all the difference in the world. This will tell the customer that you value their time and relationship by being polite and approachable. A smile will go a long way in this industry.
Identify, Anticipate & Follow-up
After you have acknowledged the queries, it’s time to go about solving the issue. Make sure there is a structure to address and resolve problems whenever possible. It is ideal to have dedicated and trained personnel at hand to respond to your customers for a more personal touch. For SMEs with limited resources, a template placeholder is also a good way to buy you some time. These template responses can also help identify and anticipate your customers’ needs. Most importantly, do remember to follow up with your customers and close the loop with a word of thanks.
It is also crucial to cut technical jargon out of the conversation and stick to simple and plain language. No one has the time or patience to hear people ramble on about complicated terminology, especially when they have a pressing issue on hand!
Stay Ahead of Problems
What happens when you can’t solve the problem straight away, or if things blow out of proportion? In times like these, it is crucial to have contingencies and a crisis team you can rally for emergencies. Take time out to research and map out all possible situations, so that you can be as prepared as possible.
It is also good to consult different departments, as varied perspectives can help shed light on the situation at hand. For example, Canon’s after-sales service team aims to give customers such as MDIS, Mediacorp and Ferrero Asia the all-rounded, value-added customer experience, ensuring that every encounter is a pleasant and productive one. With a pool of well-trained staff ready for emergencies and a ‘customer-first’ mentality, turnover times are minimised and problems get solved quickly.
Listen To the Voice of Your Customers
The customer service journey isn’t done without getting feedback from your customers. Every incident should be treated as an opportunity for learning so as to continuously improve your products or services. Make sure to really listen to your customers’ feedback and make necessary improvements – not only will your customers notice the difference, it will also prove that your company takes their feedback seriously.
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