As we are living in increasingly social times, it has become all the more important that businesses can network and interact with their customers in an efficient and personalized way. Nowadays, all it takes is for one customer interaction to go wrong for the internet to get up and arms. While customer service is obviously a focus of every company, some businesses are taking advantage of new customer service driven tools that other companies are ignoring. Today, we are going to talk about a few different ways that businesses can embrace their role in the customer service world while converting sales and building a positive reputation.
The Impact of Positive Customer Service
Delivering great customer service sounds simple and easy at face value. After all, all your business needs to do is offer knowledgeable responses to your customers in a timely and personalized manner. While these goals may seem simple, they became exponentially more difficult as you build up a larger and larger base of customers. Pretty soon, if your company is busy enough, you’ll be juggling more customers than you can keep track of. This is where businesses can either step up to the plate or fall behind the rest of the pack. Here is how we suggest giving great customer service, even when times are busy.
Embrace New Technology
We want to start our discussion by highlighting a program known as Gladly. This specific product allows businesses to keep track of all of their customer interactions. These interactions are logged and there is room for data to be recorded by the receiving customer service associate. Having a portal of information available at a second’s notice will allow your employees to immediately ingratiate themselves with the person on the other end of the line. Being able to recall names, prior problems, and prior phone calls are just about invaluable for quality customer service.
Don’t Forget the Personal Touch
When customers call into a customer service line, they aren’t doing it because they are excited at the prospect. The truth is simple, if you are engaging with a customer then the odds are good that the customer is upset. In these situations, you need to be very aware of the person on the other end of the line. Embrace technology like we highlighted above but also don’t forget to add your own personal touches. Customers don’t want to feel like they are calling into a big business. They want to feel like they are part of a team or family.
Succeeding as a business is about more than just offering up a great product. You can’t rest on your heels and hope that your product carries water for you, even when your customers are upset or looking for answers. By embracing the tips that we outlined above, you’ll be setting yourself up for long-term success. Building a business is about building relationships, so don’t forget to embrace the relationship with your customer.