Providing high-quality customer service will continue to be a significant trend in 2020. Businesses that don’t pay attention to poor customer service will, later on, struggle in maintaining their reputation. Now, here are some kick-ass customer service tips and examples to help your business flourish in 2020 and beyond.
According to a relevant study, 77% of customers are fed up with bad customer service while a whopping 91% of consumers only buy from brands they trust. So we can conclude that poor customer service will most likely lead to lost customers and revenue. To avoid this, here are some call center tips to assist your business in 2020.
1. Customers come first, the service issue is just secondary.
Customers like it when the support agent is empathetic and nice. A gentle and accommodating voice on the other line that sounds genuinely concerned can ease the unsettling feeling of customers.
Do not take things personally
Unhappy customers are a little brazen and irritable. They might make abrasive remarks from time to time, but do not take it personally because they aren’t attacking you. It is the situation that they are mad about.
Never engage in an argument with a client
One of the 5 most important skills that make a good customer service representative is to be extra patient. Dealing with different customers every day could be exhausting, however, getting all worked up every single day could bring you serious stress. So practising effective breathing exercises will help clear your head and be more composed when talking to customers.
2. Personalisation when talking to clients.
Personalisation goes far beyond just using the client’s first name when addressing them. As much as possible, do not call them “Sir”, “Ma’am” or “Madam”. Putting on a personal touch when communicating is the best way to let them know that they are a priority. It is also important to show the value of their time and to not hold them off for far too long.
3. Maintain a positive language and reaction.
A good example of this is when a customer is looking for an item that has already been out of stock and then their attitude suddenly changed. Instead of saying, “I’m sorry we are out of stocks today”, it is better to put it this way: “It will be available next week. What is the best way to contact you once it arrives?”
Do you see the difference? The first response is dismissive and a bit negative, however, the second is hopeful and keen on setting the expectations straight. It would only take little time to rephrase your response from negative to positive, so make sure to do so.
4. Do not underestimate the power of quick replies.
A customer’s complaint might not be your priority, but for them, it definitely is. So make sure that you provide quick replies to customers. Waiting for their issues to be resolved before responding will only make them more furious than they already are. So if you want to impress your customers, make sure to set their expectations straight and provide clear KPIs for their reference.
As the call center industry in the Philippines continues to skyrocket, different advice, and guidelines are published everywhere. The list is endless, so we listed the four most important customer service tips that are believed to help your business thrive in 2020.
To further share some of the best strategies that will aid your business growth for this year and beyond, contact DBOS today and get a free consultation with our CEO/Founder.