People work very hard for their money. This includes you,
your customers and everyone else. So it's not a big surprise that people want
to spend those hard earned money on things of good quality. The product or
service you provide is not excluded. So, when people pay for your product or
service, they expect a certain quality from it and from the customer service.
By giving you their money, they receive a promise that they will be treated
good and with respect. No one pays money for something less, believe me. In
case you didn't understand, you owe your customers respect. How to give it to
them - with the perfect customer service. What is the perfect customer service?
The seamless. Here is how to achieve it:
1. Respond immediately - there are times in the life of a
customer service agent when he/she will have to communicate with an angry
customer. Let's hope this type of customers are something rare for your
company. However, when this happens you need to act quickly and respond
immediately. So, if you feel even the tiniest tremor - jump on the problem and
find a solution as quickly as possible. Nothing calms down an angry customer
better than the quick solution;
2. You can't help? Find someone who can - there are many
people on this world and they're all different. Their problems are also
different. You might think you have the best knowledge base out there and it covers
all the problems that can appear when someone uses your product/service, but
customers will prove you wrong. On many occasions clients will call with
problems that can trouble even the most experienced customer service agent. But
the experienced customer service agents know that if they can't give adequate
answer or solution to a customer's problem, they can find someone who can -
supervisor, employee from another department or another agent;
3. Bring personal touch - even if you transfer the customer
to another team member, you already have him on your watch and he is your
responsibility. Give him a call and ask if everything is ok and if he is happy
with the service your teammate provided. Yes, it might seem like an irritating
thing - two agents to call one customer, but it will make him feel appreciated
and respected. It will make him feel like the whole company works for his
happiness. Which is exactly how it needs to be.
More happy stories:
1. 5 of the Best Customer Support Examples
2. The 5 best companies for customer service
3. When customer service goes funny pt.1