Editor’s note: This is a guest post by Kara Masterson, a freelance writer from West Jordan, Utah
Stellar customer service is so much more than the few minutes before and after a transaction. No matter what kind of product you sell or what type of business you are in, there is always room for improvement. The following are some tips that you can use to ensure that everyone is happy during all phases of customer service. Making all of your customers happy can cause your business to grow beyond imaginable heights:
Conduct Customer Surveys
Consumer surveys are important tools because they can end up making everyone happy. You can find out how to make the appropriate changes to your products and services by asking the customers how they feel about the current ones. A company like OpenTell can help to authenticate your customers so that you can be sure that you only receive feedback from people who have truly done business with your company.
Offer Helpful Solutions
Always offer helpful solutions to customers who contact you with problems and complications. In other words, train your customer service people so that they know how to listen to consumer complaints and offer appropriate problem solutions. Special training may be necessary to achieve that.
Use Compassionate Upselling Strategies
The upselling strategies that you use should involve compassionate and caring suggestions. Salespersons and CSRs should get to know the consumers so that they know what the consumer needs and desires. Negotiation training can help your employees get a feel for knowing how to read such customers.
Offer Discounts and Rewards
Discounts and reward are a great way to show customers that the business appreciates their time and their loyalty. Loyalty rewards programs give consumers incentives to continue business with you because the customers will be able to work toward something that they desire. The object may be a gift card or a free cup of coffee.
Ensure That Your Customer Service Team Is Staffed
Make sure that your customer service team is well staffed and can thus handle a high volume of calls. You can outsource some of customer service members if you need to, but make sure you train them on the proper way to handle consumer phone calls. Promptness is almost as important as competency to consumers. In other words, you should set a goal for answering phone calls and resolving problems. A phone call should be answered within the first three rings for all customers.
Provide an Online FAQ for Online Customers
Some consumers like to use online resources to resolve issues. You can have an online FAQ system on your website for such customers. What you will want to do is ensure that you have a huge database of information from which they can pull the most commonly asked questions and answers. Having a reliable FAQ system can save your company money because it can give your customer service people some time to rest. It can also make customers happy because they will be able to find what they need without making a phone call and waiting for someone to find the right information.
Eleven-Star Customer Service
Your customer service efforts should always be eleven start. That means that you should aim to go beyond what is ordinary for your performance. You will be surprised by the amount of loyalty that you can gain just by being there to answer questions and concerns. Take all of these suggestions into consideration and then use them to improve your performance for your customers. Everyone will be happy because your business will retain what it has, and your customers will recommend you to their friends and family members.
Overall, when it comes to running a successful business your clients and customers have to come first. Luckily there is so much you can do to make your company more company focused. This can really help your company stand out above the rest.
Author bio: Kara Masterson is a freelance writer from West Jordan, Utah. She graduated from the University of Utah and enjoys writing and spending time with her dog, Max.