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Our customers are the most important people in our organisation, not just because they pay our wages but also they are the best advertising we can have with their ‘word of mouth’ recommendations.
All aspects of the company depend on the customer being happy! Whether its Liam in Sales, Holly on Support or Nina in Accounts.
Here are our top tips on providing the very best customer service to ensure your customers are singing your praises!
Being Friendly, when I imagine a friendly person, I think of someone who takes the time to talk to me and ask me how I’m doing. By doing this we are building a great relationship with our customers and after building that relationship it’s so much easier. Remember to say thank you, Gratitude is memorable, and showing your gratitude on a regular occurrence is one of the easiest ways to start a habit of good customer service.
A Positive attitude is easy to portray, and customer service starts with a smile. When you are in a face-to-face situation, a bubbly personality with a positive greeting should be the first thing your customers see and hear when they ask for help. And even when speaking to customers over the phone, a smile can come through in your voice.
Communication really is key, it is important that the customer feels involved and updated on a regular basis. Non-responsiveness to a customer who is trying to get help; resolve an issue, or even make a sales enquiry will only promote distrust in the company, and harbour complaints. It’s important to respond quickly to all enquiries, even if it is only to say you are looking into the issue and will be back in touch. Even an update with nothing to update is better than leaving your customer feeling ignored.
We try and do this in our support team by acknowledging all emails with a Case ref #. By doing this the customer is reassured that we have received the email and that we will resolve as soon as possible.
It’s important to make sure all members of staff, not just those that are the customer service representatives, understand the way they should talk to, interact with, and problem-solve for customers. Provide employee training that gives your staff the tools they need to carry good customer service through the entire customer experience. While on the subject of staff, these are your channels of customer service, I was once told always to look at internal staff as our first customer. An unhappy member of the team won’t provide brilliant customer service; this just states the importance of keeping the team environment upbeat and positive.
Our Morale in the office needs to stay at a high, we do this by promoting regular breaks. Getting into the habit of asking each other as a team if we can help. And having a lot of laughs.
Having worked on the support desk for a number of years, and in customer service roles over a decade; I’ve picked up some do’s and don’t’s along the way. One of which is that; the most valuable training you’ll have, will be listening to the feedback of your customers. We try and do this in itas on a quarterly basis. We have a dedicated account manager for each of our customers. This account manager will have regular calls discussing updates and fishing for feedback. Whether the feedback is good or bad; it’s good for you to have it.
Feedback can be given in a variety of ways, yes we do our account catch-ups, but after each support case is solved a simple feedback survey is sent to the customer.
Want to get in touch? If you like the sound of our office environment; have a passion for first class customer service; why not apply to join our team?