Over the last few years, we can see that consumer demand levels have been increasing exponentially. This is not surprising, considering that the growing competitiveness of the market creates new demands and causes processes to take place under new dynamics – and it could not be different with the good customer service.
If, in the past, the function of customer service was based almost exclusively on the role of solving problems presented by consumers, today things have changed a lot in this regard.
Nowadays, the customer service model has become more complex: whether face-to-face or online, it is necessary to understand the need to go beyond support actions and monitor all stages of the customer's shopping journey, in order to offer support and guidance to the consumer on an ongoing basis.
In this article, you will find a complete guide, with 13 valuable tips for your company to provide good customer service. Let's go?
The importance of good customer service
It is a fact that the levels of competition have been growing vertiginously. There are numerous determining factors for this phenomenon, among which we can highlight the advent of the digital age, the recent and constant expansion of e-commerce and the various technologies that have been dominating the market recently.
Not only are the options for the public diverse, but also the ease of access to them, since, in the current context, a simple click is more than enough so that, if an alternative does not seem satisfactory, another is accessed at any time. your place.
This flagrantly reveals that negligence, or even occasional failures, in communicating with the public can have fatal consequences for a company.
Therefore, although old strategies of approximation between brand and customer - such as promotions, discounts, among other maneuvers - are still valid, it becomes increasingly noticeable that the customer's decision is no longer based solely on these factors.
Customer service, therefore, is the main factor in consolidating the relationship between a company and its public. It is at this stage that the consumer chooses, in fact, between getting closer to the brand and sticking with it, or moving away and looking for a competitor that is more in line with his expectations.
⚠️ Also check out these related articles 👇
➡️ Learn how to do online service at home office
➡️ Discover the 10 tips on how to implement online service on WhatsApp
➡️ Online service on WordPress: discover the best plugins
13 tips for good customer service
Now that you understand the need to implement good customer service in your company, you must be asking yourself: “ok, but where to start?”
With the complete guide that we will present below, you will have no difficulties to get organized and start transforming and standardize your answering service.
1. Value your customer
The first step is to understand that the consumer needs to feel special: this is the golden rule when we think about providing good customer service. Therefore, regardless of whether we are talking about a small or large customer, it is essential to provide an experience in which they feel valued.
The importance of this item is given to the fact that the customer who feels valued ends up being loyal and investing value in the brand on an ongoing basis.
2. Be transparent
Maintaining transparency during each customer interaction is also essential to ensure good service.
Understand that no consumer likes to feel that they are being left behind, therefore, in order not to disappoint them with frustrated expectations, always make it clear what can and cannot be done to solve your customer's problems.
3. Provide a comfortable space
Providing a friendly and receptive environment for the customer is essential for good service, and anyone who thinks that this rule only applies to companies that operate in person is wrong: the digital environment must be as welcoming as any physical space.
Remember that customer service begins the moment he steps into your store or accesses your virtual service channel. That said, he cannot feel lost or intimidated when entering this space, or the service will already be compromised.
4. Provide a humanized service
By humanized care service focused on seeking a connection with the customer on a more personal level.
In other words, we are talking about service that understands the customer as a real person, with particular needs and characteristics, and which, through empathetic communication at all stages of the service, manages to involve the customer and make the service process clear. , fluid and friendly.
5. Always be available
As we've already said, every customer needs to feel special, and if there's something that doesn't help in that regard, it's leaving them waiting for an answer. It is necessary to guarantee the availability of your service, and this happens in several ways, such as keeping the brand always present on social networks and providing several easily accessible service channels.
In the same way, it is important that, during a personalized service, things are conducted in the most practical and continuous way possible, avoiding interruptions and long waits that could end up taking the customer away from you.
6. Get organized
Organization is fundamental to any and all successful operations, and here it could not be different. For improve your customer service, it is essential to ensure that all information and interactions carried out are duly recorded and updated in real time.
This type of initiative is vital for the quality of service in general, both by facilitating the work of the attendant and by speeding up the solution of customer problems, since, with organization, processes flow with continuity, detail and speed.
7. Anticipate after-sales service
Anticipation is a powerful ally in your customer service. Collecting immediate feedback, conducting satisfaction surveys and after-sales service should be standard procedure. don't fall into error to contact the customer only when a possible complaint arises.
8. Make your boundaries clear
You will often come across customers who think they know everything and who will demand real absurdities - this is largely due to the old maxim that says that "the customer is always right".
This is a dangerous thought, because, although respect, cordiality and empathy with the customer are, in fact, essential, there will be situations in which a certain consumer will present claims over which he will have no right and which will be beyond the powers of the brand.
In cases like this, you need to be honest - both with the client and with yourself - and know how to establish your limits clearly and politely.
9. Offer well-integrated omnichannel support
Omnichannel is a multi-channel content strategy used to enhance user experience by targeting customer presence and experience on any channel where your audience is active.
Starting from the understanding that, nowadays, consumers use several channels and devices to buy and interact with a brand (social media, email, phone, chat online and others), there is a need for a strategy that covers all these bases and integrates them perfectly, in order to offer a consistent quality of service to the customer.
10. Empathize with your customers
When people served feel understood, they tend to become more receptive. Therefore, empathetic communication, based on demonstrating this understanding, is the main instrument for creating a connection during support and avoiding major conflicts throughout the service.
11. Value feedback
Knowing what your customers think about your brand is extremely important, regardless of whether the reviews are positive or not. In fact, even the worst complaints can – and should – be used to your advantage.
Satisfaction surveys or your own complaints system are initiatives that can let you know all about your good and bad experiences that customers have when interacting with your brand.
That way, you'll gain real insights into what you're doing well and what areas need improvement, and your customers will see how you value them and are willing to pursue the solutions they need.
12. Understand customer needs
Good actions to improve customer service examples are based on understanding the need and profile of this audience. In short, the more you know your customers, the more likely you are to understand their needs and expectations.
13. Ask strategic questions
Asking the right questions is essential to uncovering customer needs at each stage of the sale. Use the questions as tools to discover the customer's particular context, their problems and needs, and thus direct the conversation in a way that convinces them that you have the ideal solution for their needs.
Did you like it? By following these tips, you won't have any trouble improving your company's good customer service.
But if you want to delve deeper into this topic, be sure to click here to check out the article we prepared on ready-made phrases for customer service!
