The customers’ loyalty is what guarantees a business to profit. Without the paying customers, the business will be dead. No matter how great your company management skills are, how effective the products you have, or how affordable they are, you may lose your valued customer if you can’t provide an excellent customer experience. According to Shep Hyken, a contributor in Forbes, customer service isn’t just a policy or a set of rules; it is a philosophy. Hyken has emphasized that customer service will always find its way in marketing, sales, growth and revenues, and every aspects of business regardless of the industry that you are in.
As technology advances, the customers’ standard for quality service has also become more demanding. Now that the innovation of the internet and computers melds with business, customers have preferred faster and better quality service. Businesses from different industry have taken the initiative to make use of chat support to meet the needs of the customers for quality service. Bigger industries like telecommunications companies resort to outsource chat support to focus better on the aspects of customer service.
We all have been customers and consumers, and we clearly know that customer service affects the image of a company. One bad customer service is enough to repel a customer for life. With the integration of the technology today, a bad customer experience can turn into a bad business review, and the words about your company can spread like a wild fire that will make you lose customers.
According to an American Express Survey, 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. Ruby Newell-Legner, a fan experience expert, said that it takes 12 positive experiences to make up for one unresolved negative experience. The White House Office of Consumer Affairs also stated that News of bad customer service reaches more than twice as many ears as praise for a good service experience.
It’s safe to say that taking care of your customer through customer service is the best way to make sure that your company will profit. The following are just several tips in handling your customers properly be it through chat support, over the counter interaction, and over the phone:
- Train your staff properly. It is important that those in the frontlines who interact with the customer are in sync with what the company stands for. Train them and make sure that each staff knows what they are doing, how they do it. Invest and pain attention in training for it will have a direct impact on how they will handle their customers.
- Avoid arguing with the customer. Kristin Smaby in Being Human is Good Business said that when customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to efficiently communicate those issues.
- Be accessible to Customers. According to American Express Survey in 2011, 67% of customers have hung up the phone out of frustration they could not talk to a real person. 75% of customers believe it takes too long to reach a live agent. If you offer some sort of live service (phone or live chat), it’s paramount that you get customers to a live person in 2 minutes or less. Otherwise it creates frustration that can lead to a seriously unhappy customer.
Customer service experience is the personal voice of the business. People are more willing to spend their money on companies when they know that their needs and demands are met. Receiving an excellent customer service is what makes a good customer experience. These are integral points that are needed to keep in mind when providing customer service.