Short tips any Business owner can use to Improve their Customer Service
Customer service week is here, and our clients who have had a lot of impact on most of our growth decisions gave us a lot of lessons to learn. Being one of the most revered moments in our market performance we have been able to master what our clients want and don’t want. Customer Service Week is an international celebration that calls attention to the importance of customer service and the people who provide it, with these goals: Boost morale and teamwork. Reward employees for the significant work they do. Raise awareness of the value of customer service. From quality service delivery to timely and adequate satisfaction, we discuss all in the article.
This year’s Customer Service Week theme is ‘The Power of Service’. For many people, the coronavirus pandemic turned life upside down. They moved from working in an office to working remotely. They learned to navigate workspaces shared with children and other family members. The state worsened at a very devastating rate since a lot of doors had to be closed for survival.
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CrystalPerk Mombasa magazine has been working closely with all its customers to ensure they find enough tenacity to grasp what the world would offer, providing solutions, CSRs, team building campaigns, participating in charitable works among others. What the magazine has learned is that there is so much to explore when you are close to your customers, it gives you a better understanding of what they go through, their mindset, how they execute decisions, how they feel about particular service delivery, and the magazine came up with this from the lessons learned.
First and foremost, people want to be treated like a valued customers. That was the top response with more than 65% of respondents in most of our testimonials. That means treating people with respect and dignity. A customer is not just an account or transaction number. Customers are people.
When it came to contacting what people often refer to as the client success department, respondents appreciated when agents demonstrated knowledge and expertise. We’ve learned that there are two levels of knowledge. The first is that customers want the client success department to know about the products and services the company offers. They want answers to their questions and a quick fix to any problems or issues they have. In addition, customers want the client success department to know who they are.
With all the technology available today, there is no reason that every desk—or any other customer-facing employee—can’t have access to basic information about the customer that would enhance the experience. Just knowing a little history about customers’ past purchases, buying patterns, issues, etc., can go a long way in giving the client success department information they can use to give customers a better experience.
Poor customer service.
We also asked what influences poor customer service. It’s highly unlikely you’ll disagree with any of these. From high to low, the responses were as follows:
- Rudeness and apathy
- Not being treated like a valued customer
- Lack of knowledge and/or expertise
- Slow response times
- Having to repeat information
- Being put on hold
- Slow transaction speeds
- Not being able to use their preferred communication channel.
Finally, on some of our engagements, we asked our 100-plus respondents to share three words they felt best described a good customer service experience. The winners were fast, helpful, and friendly.
- Fast is about convenience, which is something customers love and even crave whether they know it or not. Convenience will set you apart from your competition.
- Helpful about getting answers to questions and problems resolved. In the sales process, it’s about being helped and not sold. There’s a big difference. A customer saying, “They are always so helpful,” is far better than, “They never stop selling.”
- Friendly is soft but important. We don’t have to be best friends with our customers, but we do have to create a friendly and inviting experience. A big word that comes to mind—especially as we navigate through the COVID-19 pandemic—is empathy. That’s a powerful part of friendly experiences
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So, now you are armed with common sense information on the basics of delivering an amazing customer service experience—very appropriate for Customer Service Week. Share it with the people you work with. Take time to thank your employees who make sure your customers are taken care of. Even though the focus is on celebrating customers and employees this week, don’t stop on Friday. This is a year-long and lifetime focus. Without customers, we don’t have a business. Without employees, we can’t serve our customers. CrystalPerk Mombasa magazine is here to empower small and medium-sized enterprises, we hope this will give you more power to serve.
Do you have a groundbreaking story you would like us to publish? Please reach us through our email news TIPS to firstname.lastname@example.org or WhatsApp +254712410460. You can also subscribe to get the latest news article on www.msamag.com