HR GENIUS BLOG
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Turning customers away is fatal for business, customer service skills need to be top notch if you want to provide an unforgettable customer experience. Not many enterprises will admit that their inner process’s or quality of provided services are the cause of a steadily declining customer satisfaction – there is always room for improvement when it comes to customer service.
Real-Time Customer Support is Essential.
Gaining new customers is harder than getting new business from established customer base, but established and loyal customers provide great opportunities in the digitalized age, thanks to customer referrals and word-to-mouth.
The most overlooked part of the customer experience is one-on-one customer support sessions – it often gets substituted with almost rage inducing automated technology.
The rise of the multi-channel era made B2C communications easier, thanks to blogs, web-sites and social media. Thing is, for most of your customer base social media and web sites might be not personal enough. Nothing can substitute the satisfaction that comes from solving a problem though more personal communication channels. Make sure to focus your customer support effort on these three solutions:
- The “old-school” phone call, it’s not going anywhere anytime soon
- Live web-chat, it’s the “go-to” choice for the Y generation
- Follow-up emails or other communication methods, to reassure the customer
It all comes down to embracing and nurturing real-time interaction channels, if you do you’ll quickly notice renewal rates rise up and at the same time you’ll gain a few more loyal customers.
In order to successfully up-sell or cross-sell you need to scout ahead, going in blind, without gathering data regarding customers purchase habits is a recipe for failure.
Understand the needs and desires of the customer base, differentiate customer types (new, loyal, etc.). Customers will notice if you don’t do your homework and that will only result in lost opportunities.
Gathering intelligence and providing the customer with suitable options doesn’t always guarantee a sale, but it will leave a positive impression which in the future can result in a positive referral or a new sale.
Every company has a set of guidelines in place, especially for marketing or servicing customers – what most contact centre managers forget is that these are just guidelines, not set in stone rules.
Make these procedures more flexible for established customers, return business is good business, make it easier for them to give you just that.
Be flexible that when it comes to pitching products or services, that’s it!
The biggest and one of the common mistakes is over-selling your brand, never do that, it just leads to broken promises and lost sales – oh, and bad press.
Learn to under-sell and exceed the customers’ expectations, customer satisfaction does wonders for business’s.
But sometimes, due to poor judgment, communication problems, or “insert random excuse here” promises get broken, and you fail to deliver. This is the time, to atone for the sins, and repair your relationship with the customer.
Common recovery tactics include these steps:
- Admitting your mistake
- Offering a genuine solution to the problem caused by the broken promise
- Offering a refund to the customer
- Offering free or discounted serviced or products, even if the customer took a refund
And there you have it, you possibly lost a sale, but trust “Us” it’s better in the long-term.
Leave Personal Problems at Home.
It’s hard, but personal problems should never interfere with customer interaction. Despite all the hardships you might be facing, contact centre agents need to remain polite, professional and most importantly reliable.