The holiday season, rush season, any season that is your best-selling season can also mean your busy season. And while being busy is a great thing, it also means that your customers who are in need of answers or help will be keeping that phone buzzing. Have you made sure that your customer service and support is providing your customers with the utmost care? It is never too late to ensure that your team is providing quality customer service.
As a company that strives to provide superior customer service, we have provided you with a brief list of best practices according to our Customer Support Guru's, Gordon and Drew!
From His perspective...
1. Quick response time
As a digital company, it is important that we are seamless across all contact points (whether it be over the phone, via email, or even our social media channels). We want to exceed our customer’s expectations of response time and provide them with support in both a timely and efficient manner.
2. Provide thorough and thoughtful answers
Ultimately, your customers are relying on you solely for the answer and knowledge they need regarding their questions/concerns. Stay informed so that you can respond to inquiries to the best of your ability—and if you don’t know—don’t be afraid to let them know you are unsure at the moment, but will find someone who can answer that question.
3. Be empathetic
Some customers may be upset, whereas others may be full of questions. It is important that you know how to handle and respond to each different individual in such a way that you provide the best service EVERY SINGLE TIME! Put yourself in your customer’s shoes and respond to them as if you were in that same situation.
From Her perspective...
4. Make Customers feel appreciated
We are here because of our customers. It is important to say their name, thank them for being patient, and remembering them if they happen to call or email again. People can tell if you are being sincere and genuinely care about helping resolve their issue.
5. Know how to apologize
Things do not always go smoothly and you have to understand the customer's frustrations and try to resolve the problem as calmly and quickly as possible. Use a negative situation to your advantage by winning that customer back. You catch more flies with sugar than vinegar!
6. Deliver actionable data to decision makers!
Share customer satisfaction and feedback with the entire company, because after all—customer satisfaction should be everyone’s number one goal! If you want to provide excellent service, it is crucial that it be a top priority at every level of your company.