Emma Whitner Florida says there is an old saying in the real-estate industry: The three keys to success are location, location, and location. There is a similar take on the customer service world. The three keys to customer experience success are consistency, consistency and consistency.
So, let’s talk about the different ways an organization delivers a consistent experience.
Developing a great team of any type takes time, courage & patience. But, when it comes to taking care of the most important asset of a business (Of course people as customers), making sure you have the right people in place to manage these complex relationships is essential.
1) Look for excellent conversationalists – This won’t always show up on a resume, so make sure to interview potential team members in person to see how well they pick up and react to different types of language. Observe their reactions not only to what you say but also your body language and tone of voice. Non-verbal communication is just as important in business as what people say through words.
2) Lean towards prospects with a strong technology background – Even the best conversationalists are now expected to be well-versed across multiple communication channels. Being only a smooth talker on the phone with customers isn’t good enough anymore, employers now seek out team members who are concise yet thoughtful in text-based mediums including email, chat, and messaging apps.
3) Evaluate internal communication capabilities – One of the pillars of a strong customer interaction management team is actually having effective and efficient conversations with colleagues. Since many employees across various departments can interact with customers (especially in the B2B industry), it’s essential that two employees aren’t providing conflicting responses. Finding excellent internal communicators isn’t easy, but once you do you should hold onto these employees as the skill is rare and valuable.
4) Leverage a system to archive customer information – No matter how good your customer interaction management team is at creating engaging and impactful dialogue, they simply can’t remember each detail of every single conversation. A customer interaction management system that also acts as a repository for customer information is essential for ensuring conversations are frequent and effective. In addition, an archive of customer discussions is great for transitioning accounts should an employee get promoted or move to a different department.
5) Seek to hire people with different backgrounds and opinions – Most companies have a diverse customer base, meaning you should also have a diverse customer interaction management team. Try to find employees who are not only a good fit with your culture but also have unique perspectives created by their personal background and history. While lifelong “local” employees may be less transient, they also can sometimes have difficulty relating to customers from other areas of the country or even the world.
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There is no greater value to any corporation than their customer service. Here are the top 5 needful customer service to be focused on:
Great customer service comes down to caring. Not only should the corporation care about the quality of their products, but should care even more-so about customer satisfaction. Companies should take the time to ensure the customer is delivered a product that works, and that the customer understands how to use and operate their product. Companies who pride themselves on great customer service take great value in creating referrals. To ensure this possibility, they make themselves available to their customers for any questions, repairs and or concerns, and if necessary offer to replace, compensate or refund what isn’t working.
Passion is the foundation of great customer service people and their organizations. Customer service is the “it” factor. It is passion which separates those individuals and organizations who excel from those who offer the customer the bare minimum to get by.
Solid communication is crucial when it comes to customer service. Communication requires effort, flexibility and a tremendous amount of patience and self-control on the part of the customer service agent. The customer, in most cases, should be treated as correct. And, customers are wrong sometimes as well.
Corporations that value customer service doesn’t just enforce procedures and shout instructions to their customers as an approach to problem-solving. It is the responsibility of each corporation to develop a culture of service and to see the undeniable value of serving those who purchase their products.
The customer who is expressing a lack of satisfaction doesn’t become a more pleasant person when met with automated systems with unreasonable hold times, and one transfer after another once they have finally gotten someone live on the phone.