10 Hacks For Better Customer Service: A complete Cheat sheet to help you serve customers better!

10 Hacks For Better Customer Service: A complete Cheat sheet to help you serve customers better!

botpenguin

Introduction

It’s no wonder mobile customers have become accustomed to having what they want when they want it. Also, their expectations have risen along with their convenience. Eighty-two percent of CEOs said their firms’ consumer expectations were “slightly” or “much” greater three years earlier, according to a recent poll.

 Furthermore, today’s customers are ready to share adverse experiences on social media, where they may reach a big audience immediately. It’s more crucial than ever to help customers across all channels from the beginning and define what good customer service looks like internally and externally. 

It’s not simply fashionable to prioritize the customer experience; it’s also an innovative business. It’s not merely stylish to prioritize the customer experience; it’s also an innovative business strategy.

Making every touchpoint an excellent turnout not only makes clients adore you but may also raise your profitability. According to surveys, 86 percent of customers are willing to spend extra for a superior customer experience. “89% of companies are trying to compete mostly on customer experience,”

Summary

Customers are ready to share negative experiences on social media, where they may reach a big audience immediately. It's more crucial than ever to help customers across all channels from the beginning and define what good customer service looks like internally and externally.


What is customer service?

Customer service is the assistance you provide to your consumers before, during, and after purchasing and utilizing your products and services.

Customer service management

Customer service management refers to the methods, strategies, and technologies businesses employ to manage and analyze customer contacts. It also covers the data across the customer lifecycle to strengthen customer relationships, help customer retention, and drive sales growth.

Customer service automation 

Customer service automation is a process that reduces the need for humans to react to customer inquiries.


Here are 10 Hacks For Better Customer Service


Know Your Customers
 Allow your customer service staff to use helpdesk software to record, analyze, and infer information from client discussions effortlessly.


Address Your Customers by Name
Using the client's name when speaking with them - in person, over the phone, or by email, is one of the most acceptable methods to provide a more personalized customer experience. 


Always Send Personalized Messages/Replies
Reach out to customers when they buy your product, sign up for a free trial, or write an email to see how you can help them.

 Make Collecting Customer Feedback Easy
The best thing your customer service personnel can do to promote client feedback is to provide several touchpoints along with the customer experience.


Practice Empathy, Patience, and Consistency
Your customer service crew must be able to sympathize with your consumers and consistently provide the same quality of service.


 Use the CARP Method
It's critical for customer service representatives to maintain consistency in their tone and procedures. 

 Be Real
When calling or writing to your customers, be personable, friendly, and, most importantly, respectful.

Practice Active Listening
Active Listening and Proactive Customer Service go hand in hand. Customers feel heard when you practice active listening. 

Practice Clear Communication
Your communication with your customers is critical to your business's success. The usage of excellent language, understandable speech, & communication tone has an impact on your customer's perception of your brand.

Use Positive Language
Always use good words, be upbeat, and conclude a conversation when your consumer is happy with the experience.

What is customer service?

Customer service is the assistance you provide to your consumers before, during, and after purchasing and utilizing your products and services. You must make their experience with you as simple and joyful as possible. You must give excellent service to maintain clients and grow your organization. In today’s society, customer service goes much beyond the usual phone support representative. You may access email, the internet, messaging services, and social media to create a better service model. Many companies now provide self-service options, allowing clients to get replies anywhere at any time or night.

Customer service management

Customer service management refers to the methods, strategies, and technologies businesses employ to manage and analyze customer contacts. It also covers the data across the customer lifecycle to strengthen customer relationships, help customer retention, and drive sales growth.

But what do customer service managers do? Is their role purely administrative, executive, or a combination of both?

As a customer service manager, you’d be responsible for hiring and managing your support team, training, tracking, coming up with new ways to improve customer care, and, of course, motivating them.

Customer service automation 

Customer service automation is a process that reduces the need for humans to react to customer inquiries. Self-service tools, proactive messaging, and simulated chat sessions are examples of automated customer assistance.

Here are 10 Hacks For Better Customer Service

People will trust your brand and buy from you if they have a unique customer experience. According to research, 79 percent of customers prefer to do business with a company that demonstrates it cares about them.

  1. Know Your Customers
  2. Address Your Customers by Name
  3. Always Send Personalized Messages/Replies
  4.  Make Collecting Customer Feedback Easy
  5. Practice Empathy, Patience, and Consistency
  6.  Use the CARP Method
  7.  Be Real
  8. Practice Active Listening
  9. Practice Clear Communication
  10. Use Positive Language

 Know your customer

There’s no substitute for understanding who your consumers are, why they bought your goods, and what they like and dislike about your business. Allow your customer service staff to use helpdesk software to record, analyze, and infer information from client discussions effortlessly. Customers may have a meaningful and personalized relationship with your support team anytime they contact them.

Address Your Customers by Name

Using the client’s name when speaking with them – in person, over the phone, or by email is one of the most acceptable methods to provide a more personalized customer experience. The consumer-business contact feels better through a warmer approach that does not feel forced.

Remember that most people get thrilled when you shout their name, according to a study. Not to mention Dale Carnegie’s well-known recommendation from his book “How to Win Friends and Influence People” (a trendy book on business communications skills):

“Names are the sweetest and most important sound in any language.”

 Always Send Personalized Messages/Replies

Reach out to customers when they buy your product, sign up for a free trial, or write an email to see how you can help them. Even though most consumers decline your offer of assistance, they will appreciate the gesture and have a more favorable view of your company.

Furthermore, initial impressions are the most enduring, so getting off on the right foot and maintaining momentum to build long-term connections with your consumers is critical.

According to Experian Marketing Services’ research, tailored emails:

Have a 29% increase in open rates

Have a 41% increase in click-through rates

Deliver a six-fold increase in transaction rates.

Furthermore, nearly 96 percent of marketers believe that personalization strengthens customer relationships.

Make Collecting Customer Feedback Easy

Learning about the good, terrible, and ugly experiences your customers have had is vital to enhancing the customer service and expanding your organization. Even if you’ve accounted for every client concern as a component of your customer service experience plan, simplifying the workflow may be challenging. The best thing your customer service personnel can do to promote client feedback is to provide several touchpoints along with the customer experience.

Practice Empathy, Patience, and Consistency

Some of your consumers might have had a lot of questions, while others may be irritated. Your customer service crew must be able to sympathize with your consumers and consistently provide the same quality of service. Client service personnel who have received sufficient training are more effective at building customer relationships and creating a high standard of customer loyalty. See The Complete Guide to Customer Service Training to onboard your customer service staff.

Use the CARP Method

It’s critical for customer service representatives to maintain consistency in their tone and procedures. The CARP approach is a beautiful way to achieve both:

  1. Take command of the situation.
  2. Recognize the problem.
  3. Refocus the discussion
  4. Problem-solving agents ensure customer satisfaction.

Be Real

When calling or writing to your customers, be personable, friendly, and, most importantly, respectful. Don’t use an overly official tone to treat clients like a figure on your log. We’ve seen that many corporations have formalized their customer service departments, making it appear as though you’re engaging with a trained robot. Please don’t be a nobleman robot. Have a genuine discussion with your consumers.

Practice Active Listening

Active Listening and Proactive Customer Service go hand in hand. Customers feel heard when you practice active listening. By explaining and rephrasing what they say, your support workers may ensure that your clients understand and trust them. Here’s how they can appease angry consumers. “I’m sorry, I can see why it is distressing,” or “That is an issue, and I understand what you’re saying,” they may sympathize with them and mirror their sentiments. This type of gesture makes a consumer feel appreciated for their opinion.

 Practice Clear Communication

Your communication with your customers is critical to your business’s success. The usage of excellent language, understandable speech, & communication tone has an impact on your customer’s perception of your brand. Teach your customer service staff to use caution while dealing with customers. Keep an eye out for aggressive language and steer clear of slang, colloquialisms, and technical jargon. Keep it essential so that your audience understands everything you’re saying. Exactly Comprehend what you’re saying.

Use Positive Language

The time comes when you have to give customers a negative answer. If your answer is negative, you have a high chance of losing a loyal customer. Now, you don’t want that do you? So, we have a hack for that! You can use positive tons even for negative answers. For instance, you can say “We’ll have your product ready by next month” instead of saying that “we are currently out of stock, please wait”.

Note: Always use good words, be upbeat, and conclude a conversation when your consumer is happy with the experience.

Conclusion

What’s next after this?

Proceed simply by selecting the most appropriate helpdesk for your customer care staff. Analyze your client interactions and monitor your customer complaints as a follow-up. By evaluating your customers’ comments, you might better understand how they feel. Personalize your customer service and go above and beyond to ensure satisfied consumers. Remember to maintain track of your real-time analytics so that your customer care representatives may make adjustments and provide better support. This strategy will give your existing consumers more reasons to return for more and help you gain new customers on the road.

If you want to stand out, automate your customer service with BotPenguin. You can avail the free trial today! 

Leave a Comment

Your email address will not be published.

You may use these HTML tags and attributes: <a href=""> <abbr> <acronym> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>

Copyright © 2018 - 2021
Relinns Technologies Pvt. Ltd.
All Rights Reserved.

Send a Message