5 Pillars of Customer Service Excellence
10 Aug 2017
Customer service is crucial to customer support professionals, and they are constantly on the urge to know ways to which they can keep customers contended, loyal, and engaged. It is because, despite hard efforts from businesses, the increase in customer loyalty is very little. As per the experts, it is because the concept of customer service is highly ambiguous. While you may be delighting one of the customers, for another it must be just meeting the expectation on edge.
But despite this fact providing customers with high service experience is essential as it is important to increase the ROI for the business. So, if you have everything – the focus, time, energy, effort, and patience, needed to ‘wow’ your customers, then here we provide you with 5 pillars that would help you in delivering excellent customer service.
Offer Single, Streamlined Channel
Give your customers a single, defined channel to help them solve their problems with ease and in less time. The one big problem that enterprises these days experience is an intricate self-service support platform that fails to offer customers with quality and clear guidance. So, fix this problem at the earliest as this will increase customer experience and engagement.
Foresee Issues and Troubleshoot the Same
Avoiding any sort of issue is another important pillar towards building strong customer service. According to the experts, a customer support team able to forecast issues before they occur is likely to solve the customer problem in the first round. Most of the companies fail to do so and hence end up experiencing customers with a big list of problems. The key is to resolve the issue at hand and at the same time guide them for other queries, which they might experience in the future.
Engineer Soft Skills
For building unmatched customer support service, it is not important to just resolve the problem, but customers are also seeking for professionals who perceive their problems in an efficient way. Besides problem-solving skills, soft skills and interpersonal skills are important traits for customer support professionals. Experts using appropriate vocabulary can manage customer’s emotions and troubles well as compared to those who fail to possess such skills set.
Hiring Decision Makers
Real world situations are more unique, nuanced, and spontaneous than one could imagine. It is therefore essential for businesses to hire professionals who are good at decision making. You must plan to develop a support team that can constantly introduce innovative ways to deliver customers a hassle-free experience.
Differentiate Service by Offering Something ‘Extra.’
Companies always try to cut that ‘extra’ from their customer service solution. But in reality, it is the most important aspect that differentiates your service from being a regular one to a unique one. If you offer your customers something extra, which other companies are not providing, then this will increase customer contentment and will give them a point of returning.
Your business can lastingly succeed only if you have a pool of rejoicing customers. So, ground these 5 pillars in your enterprise and develop a strong customer support team that can actually bring a lasting difference to your business.
Pallavi is a Hiring Director at Alliance International –an IT Recruitment Agency. She specializes in helping with international recruiting, staffing, HR services and Careers advice service for overseas and international businesses.