It is important to ensure that customer service is fast (no one should wait more than 30 seconds on the phone), provide multiple types of media (phone, instant messaging, email, physical presence.) and establish quick processes for the return products or complaints, questions or complaints from customers.
Hire professionals who care about the customer. If you want customers to be at the center of your business, do not forget when you hire staff. Select people with experience in customer service (even if they will never work directly with them), take the opportunity to explain company values and look for candidates with empathy, kind and good communicators. If you want to create the best service, start by hiring the best.
Although personal contact is always important, when you have hundreds, thousands, even millions of customers, you need to invest in technology. But it must be a technology specifically created to improve the customer experience: a 24-hour instant messaging service, automatic options to return a product with a single click, online warranty services, free home delivery. The goal, once again, is to ensure that your customers are satisfied with your service (and become fans of your brand thanks to Branding Services Sydney).
If you want to know the strengths and weaknesses of your customer service, you have no alternative but to measure, measure and measure. This exercise will help you realize the importance of users and their significant impact on your organization.
To do this, analyze basic indicators such as the Net Promoter Score (NPS), use the mystery shopping technique and measure the number of complaints, the average waiting time, the number of interactions needed to resolve a problem, as well as all key performance indicators. This will serve not only to improve the user experience, but also to educate all staff on the need to worship the customer.
All of the above is fundamental to setting the company’s guidelines, but. how to treat customers day-to-day? How to make a difference when presenting a product to a customer or in response to a complaint? Tips that all your employees should read and help you improve your service.
Take things seriously and enlist the help of Branding Services Sydney. Get trained. Some think, and there are many, that service is something natural or normal. Finally, you all have to deal with people everyday. But this attitude is a serious mistake, which can cost millions of dollars to your business. The service is far too decisive, far too important to leave it to chance, and your employees must take things seriously, train and learn.
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