The difference between good customer service and a bad
customer experience comes down to the details. Believe it or not, most customers
pay attention to small things and even if the agent found solution to their
problem, the experience might not be good overall. So, let's check out some of
those details that can turn things around for your customer service:
1. Remember the name of the customer - you'd be surprised
how many customer service agents don't bother to remember the name of the
customer calling or writing. Sure, they hear a lot of names in their work and
communicate with a lot of customers, but still, this is inexcusable. The best
practice is to write down the name of the customer, even if you are
communicating with him face to face, because brains like visual reminders.
However, there is a worse thing than forgetting a customer's name, and that's getting
their name wrong. There are agents that still do it, even when communicating by
email. Avoid such mistakes and things will be smoother;
2. Keep your desk clean - most of the time a pile of
documents, paper and sticky notes on your desk sends the wrong message to a
customer. You might think it says "Yes, I have a lot of projects, I can
take up on a lot of work, I am pure awesomeness", but it actually says
"Yes, I am unable to manage a workplace, let alone a project and also - I
don't have time to do what you want". So, clean your desk. Leave only what
you really need, and paper isn't one of those things, believe us;
3. Have additional seating places - believe it or not,
people don't walk around alone all the time. Sometimes they pair to do things.
So, having a single chair in front of your desk is not a smart move. Sure, you
can fetch another chair from the other room, but that just takes time.
Something your customers rarely have. So, put at least 2 chairs in front of
your desk and you will be ok;
More articles:
1. 4 Reasons Live Chat Has the Potential to Make Your Business Successful
2. 6 Tricks for Smooth Customer Meetings
3. How to Drive Customers to Your Door