4 WAYS TO IMPROVE YOUR BUSINESS’S CUSTOMER SERVICE

 

High-quality customer service is at the heart of any great company. It has an enormous impact on your sales and client retention. If you feel you can improve your customer service team, read on to learn four ways it can be improved!

INTRODUCING CUSTOMER SUPPORT SOFTWARE

One thing you can do to improve your customer service significantly is to invest in high-quality customer support software. This support software is designed to make your staff’s lives easier. 

It does this by automating many of the small tasks done by people. It makes it easier for the employees to pull up information for the client and allows them to transfer the call to someone else where appropriate. They can also ask another employee about the customer’s question without wasting time walking over to someone else’s desk.

It also keeps track of analytics such as the number of blocked calls, the average time people spend in the queue, the average handle time, and customer satisfaction rates. Also, it is designed to integrate with the rest of your software. This means you do not have to replace any of your other programs, making it cost-effective.

These software solutions dramatically improve communication between departments, whether by call, instant message, or email. This makes it easier and quicker to transfer information and solve problems quickly and effectively. Your company becomes more productive, your employees’ lives are easier, and your clients are satisfied. Everybody wins.

BUILDING COMMUNICATION SKILLS

Good communication skills are possibly the most undervalued asset for companies that deal with a high volume of calls. Employees must understand and be able to explain the company’s position to customers, or you risk providing conflicting information. This doesn’t make your business look good and puts you on the back foot if a customer is being demanding.

Your employees should be able to relay information concisely. The longer you leave the customer waiting and stumble over your words, the more irritated they will become. This may result in them leaving and finding another company to do business with.

ENCOURAGING EMPATHY

Having empathy is another skill you need your employees trained in. 

When customers call, they are usually upset and need your help. If your employee responds by being dismissive or comes across as if they do not care, this will further annoy your already irate customer. 

Your employee needs to understand where the customer is coming from. They need to accurately read the situation and use their communication skills to help the customer in their time of need.

DEVELOPING PROBLEM-SOLVING SKILLS

You can help your staff develop problem-solving skills with regular training. This enables you to check they know their job well enough to deal with all clients.

The client wants to know that the employee on the other end of the line knows what they are doing. They also want the issue resolved quickly. No one likes to be on the phone with customer service all day; they want their problem solved as soon as possible.

The employee should be trained and know enough about the company to be able to help the customer on the spot. If this isn’t possible, staff should know how to quickly pull up the information or transfer the call to someone who does know how to help the client.

IMPROVE YOUR CUSTOMER SERVICE TODAY

Don’t hesitate to get the necessary software and training for you and your customer service team today! Getting the software and training is sure to improve customer satisfaction. This leads to better reviews and a boost in sales – what’s not to like?