A company’s reputation can be destroyed in an instant by inappropriate behavior. Very important for its development, customer service management allows a company to stand out from its competitors. The decisive factor of loyalty, customer service must be excellent, one could even say impeccable, because the customer is always demanding. Here are some suggestions you can implement to improve customer service.
Currently, companies have replaced contact with customers with forms to fill out, and customers prefer to go directly to agencies, stores, headquarters, etc. in order to get precise answers to their questions. The period of the health crisis highlighted the priority that should be given to human relations, especially relations with customers.
Renew service procedures
The fact is that customer service procedures are hardly user-friendly. Customer centers are being transformed, their working hours do not match the working hours of customers, and waiting times are often long. In addition, dissatisfied customers are forced to fill out an entire form, which requires effort, or take a ticket at the entrance before they can speak to a service representative who can provide clarification.
Time to clean up your service procedures a bit. If possible, increase the number of customer service centers or ensure that people at the end of the phone line are always available. In all cases, it is preferable to extend working hours to satisfy your customers. Instead of asking your unhappy customers to fill out an entire form, it makes sense to approach them. In this way, your customers will feel more comfortable and express themselves easily without difficulty. A few questions upon arrival help to shorten the wait, but also to express in a few words: our colleague will receive you in a few minutes.
Listening to our clients
Customers must feel heard. By focusing too much on marketing their products, many companies forget that their customers also need to be listened to. No matter what query or complaint one of your customers has, you need to pay attention to it. Never interrupt the client during the discussion. Listen to it to the end, before giving your opinion or suggestion on the subject. The customer is always right, so you should not contradict his statements. Instead, find solutions that are acceptable to them.
Treat your customers well
Every customer deserves to be treated well before they even do business with you. Remember that your customer contributes to the success of your business. The first impression a customer gets when entering is crucial. Indeed, when a customer enters your company, welcome even if he himself is tense. Pay attention to making your client feel comfortable and confident. Always be cordial with your customers. Remain polite and professional, never talk to another person when a client approaches you. Nothing is more unpleasant for a guest than to see the hostess continuing the conversation as if he is not there, not even looking at him.
Therefore, it is important to treat your customers well in order for them to use your services. However, remember that you also have to convince them. Find details that could encourage your client to do business with you. Every customer has their own expectations. Ask him what he wants from your services, in order to better guide him towards his wishes.
Involve co-workers
Therefore, according to an interview conducted by the media and digital department with Julhiet Sterwen, a transformation consultancy, as part of the customer centricity barometer, the latter emphasizes “that a “customer-centric” company is one in which all employees, regardless of their function, are aware of the role they must play in providing a satisfying, if not exciting, experience for the end customer. »
And it also emphasizes that
“In order to be able to further improve the experience, thanks to the orientation and all that it entails, in terms of management, organization, management and operational systems, it was therefore crucial for us to hear from the employee. All players in the customer relationship value chain must be able to talk to each other, coordinate and share information. »