Having excellent customer service is something all businesses dream of, but it’s actually quite achievable if you put your mind to it. Some companies decide to reach out to the experts and enlist the help of a cx consultant so that they can really up their service game. However, there are other ways you can improve your service that doesn’t require third-party assistance. So, here are 3 ways you can easily improve your customer service!
Listen To Your Customers feedback
One of the most important ways you can better your customer service is to actually listen to your customers feedback. That means taking on their feedback and utilising it to make necessary changes. Try listening back to some of your calls or re-reading some emails and see if you can notice a pattern of things that customers mention. For example, if they always say that it’s hard to contact you with your current opening hours, look to extend or update them. Only being open during office hours on weekdays can actually make it very hard for customers to contact you as they’re probably at work too. Even being open for a half-day on one weekend day can really make a difference. Make sure you analyse any complaints that you get so that you can fully resolve the issue. That means sorting it out at the point of inception and ensuring that it doesn’t happen to other customers. By taking the time to listen to your customer’s feedback, you’ll be able to make changes that will really boost your customer service.
Personalise Your Service
Tailoring the service you give to your customers is a great way to improve it and pretty easy to do. Small things like greeting your customers by their names can really make a difference to their overall experience and it doesn’t take much effort to do. Other ways include things like adapting your service based on the customer so that you can match their personality and help them feel at ease. If someone prefers to be addressed by “sir” and speaks rather formally, you want to try and reflect this in your service. This will allow your customers to feel supported and that you’re able to suit their needs. Although it may seem obvious, make sure that you’re genuinely interested in the customer’s query and demonstrate to them that you care. Customers want to be treated like an individual, not another number in a queue. Make sure you actively listen to them and make them feel supported and you’ll have perfected your service in no time at all.
Invest In Your Team
As well as focusing on the customer, you also need to think about investing in your team. There are so many amazing customer service training courses out there, so why not send your staff on one so they can really solidify their knowledge. If you can’t find any that are local to you, you could look at creating your own internal training sessions. This way you can convey exactly what message you wish to put across and what service levels you expect. You need to make sure that your whole team is on the same page and delivering the same brilliant service. It could also be useful to send the team leaders on training courses and then they can relay what they’ve learnt to the wider team. This way you’re getting everyone actively involved in their training and you’ll solidify what they’ve learnt. Once you’ve got a strong, knowledgeable team, you’ll be able to easily improve your customer service and give your customers the best experience.
Improving your customer service doesn’t have to be difficult. Simple changes can be enough to make it better and help your customers feel valued as well as appreciated. Good customer service reflects on your growth and profits as well. You only have to see the reviews of businesses that have gone under to realize that their customer service wasn’t great. It can be crucial to the success of your business, so don’t overlook it and implement changes as and when you can. Maintaining high levels of customer service will come naturally to you and your team once you’re all clear on the standards you need to uphold. By bringing in some of these changes you’ll soon see a difference in your customer’s and your employee’s happiness. Good customer service benefits everyone, so make sure you work hard to deliver it.