Resolve customer issues at their first point of contact.
Harvard researchers noted that having to repeat a problem to a chain of customer service representatives was intensely frustrating for customers.
Improve first contact resolution by ensuring that the person who initially handles the call takes full responsibility for it until the customer’s concern is resolved.
Offering live chat support on your website allows for more collaboration behind the scenes. Experienced agents can effectively mentor new hires by “whispering” answers to them as they chat with customers.
Empathy, patience and consistency. Some customers will be irate. Others will be full of questions. And others will just be chatty. You must know how to handle all of them and provide the same level of service every time.
Adaptability. Every customer is different, and some may even seem to change week-to-week. You should be able to handle surprises, sense the customer’s mood and adapt accordingly. This also includes a willingness to learn– providing good customer service is a continuous learning process.
Clear communication. Ensure you convey to customers exactly what you mean. You don’t want your customer to think he’s getting 50% off when he’s actually getting 50% more product. Use authentically positive language, stay cheerful no matter what and never end a conversation without confirming the customer is satisfied.
Work ethic. Customers appreciate a rep who will see their problem through to its resolution. At the same time, you must have good time management skills and not spend too much time handling one customer while others are waiting. Stay focused on your goals to achieve the right balance
Educate your employees
Good customer service is a team sport. One weak link in the chain can lead to a negative experience that affects your business and your bottom line. Educate employees on your rules for customer engagement. You may want to begin with a set of simple rules, such as be courteous, listen carefully and be prepared to say “yes” rather than “no.” The best way to teach is by example. If you treat your employees well, they’ll be more likely to treat your customers well, in turn.Seek opinions from your customers
After you and your employees, nobody knows more about your business than your customers. They can be your biggest fans or your harshest critics. Ask them how you’re doing, what they like about your business and what they don’t like. This isn’t about collecting compliments, so open the channel to all customers. Negative feedback can be especially helpful, though it can be a little uncomfortable. So put mechanisms in place for anonymous feedback, such as a “Contact us” button on your website.Admit mistakes, then make them right
Nobody’s perfect, and your customers probably understand that. If you make a mistake, acknowledge it, apologize and then move quickly to correct it. Use the opportunity to improve your business processes and let customers know what actions you took to prevent the mistake from happening again. Customers may feel more comfortable doing business with you when they see that you took the problem seriously.Say “Thank you”