How do we improve the quality of customer service?
How do we get better results around customer service? Is this something that is more about the training or about our hiring? Can good customer service be taught or is a certain personality a prerequisite? What do you think?
For improving the quality of customer service, first, you need to understand customer psychology. You can understand customer psychology with these amazing tips @ Understand Consumer Psychology in Business
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One of the best ways to improve your customer service experience is through the use of online widgets. Widgets are added to your web builder platform and can perform various tasks that are beneficial to businesses that clearly improve customer service, as well as save valued time and money.
First, it is important to understand what functions and tasks widgets are able to perform: Video chat, voice call, and message, scheduling sessions/appointments, and receiving payments, and more. All of these tools are available through the Consolto widget.
Here are some examples of how using widgets will improve the purpose and costs of customer service in real-time directly through your website:
Assisting customers when having a billing issue that may abandon their cart (completes a sale that could’ve been lost)
Immediate access to address all customer service functions or scheduling appointments when unavailable (this allows for customer service overhead to be limited, reducing your bottom dollar)
Customers often run into issues when online browsing on e-commerce websites. Immediate availability will address their concerns on site (generating sales quicker or that may have fallen through) as well as recommending complimentary products (increasing their purchase order)
Best advantage(s): increases customer satisfaction - this saves tremendous money and time. High customer satisfaction leads to repurchasing and peer purchases through social proof (and by word-of-mouth). This increases sales and reaches new customers without having to devote efforts/time and allocate excessive funds (money) to marketing your products
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Well this is hard to answer but will pull off something in general because good customer service depends from the fact in which industry are you for example in CBD industry,Business consulting,Marketing,Production and so on.From this point depends the factors and constants to improve the quality of CS trough process of QA which is quality assurance.I twisted this term it a little bit because only on that way trough Q and Q you will understand what to improve at your customer service and how to make it better.
Hope this will help and for QA please look on google.
James from HempCBDNews
Customer service means going above and beyond to keep the customer happy, whether that means answering any questions they have or resolving issues with a positive attitude. Customer satisfaction is the top priority and hopefully creating loyal, returning customers.
To make a great customer experience, you need to: build a customer journey map and buyer personas so you can effectively understand and solve their challenges, build a positive connection with your customers, ask for and act on feedback from customers and employees on how to improve, create helpful educational content.
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I always try to improve my quality and to optimize my web site and e-shop. All clients and customers want a qualitative web site and content. I was using https://amasty.com/seo-toolkit-for-magento-2.html Magento 2 and it's working really good with my website. All customers are enjoying my new design and features.
This is a common problem many people facing this problem now my suggestion is hiring educated staff, providing excellent initial training and offering good salary packages because if you don't offer good package you don't get excellent staff than giving any type of training is useless and your quality definitely not improve.
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Hi Armando, I've ran many large customer centric teams and in my current business we show people the psychology of good customer service. All that said, I would respectfully point out that I think you are asking the right question but in the wrong forum.
How can you / have you asked your customers that question?
Once you know the answer hire people who have the same passion as you, make sure they are clear on what the customer expects and deliver consistently at every touch point. I'm a big believer in the customer experience exists in the head of the customer so you've got to ask them what's in their head. Hope that helps.
Armando, I would like you to go through the case study of Zappos! As far as i have seen, they seem to stand tall when you talk about 'customer service'. Today, mostly it is a lip service; rarely customer is 'delighted'. So how do you do; quickly put-
- It has to be in your DNA
- Flow this into your partners, colleagues, stakeholders and everyone who is going to interface with your customer
- I would say 'hire right'. Training helps; but then a donkey whatever trained cannot become a race horse! Basic attitude is important and hire people only for that; rest can be trained; it is only an add-on; without the basic attitude, fire, zeal, enthusiasm, drive, fire in the belly, its going to be enormous energy spent in training and still not certain if that will pay off.
- You also need to conduct yourself in line with it; never to compromise your fundamental or your DNA; you exist because of your customer!
- Shyam (Startup Xperts)
I have worked with several types of people and some people are born to communicate effectively with other people in customer service, on the other hand you have the people that do not have the skill set to do that but can be trained to do so if trained effectively.
When interviewing a potential candidate for customer service look at how they communicate with you via phone or in person i.e contact and how detailed the response is to the question. If you get no eye contact and or the response is short and sweet and they appear unsure its probably best to move on to the next candidate or if you feel they can do it training is key. Best type of training is hands on training not a webinar online or a sheet that they have to go by.
Armando, customer service technique can be taught, however that which really matters is the genuineness of your staff. When it comes to customer service people are like blood hounds on the scent. They can sense genuine customer service and spot the fake stuff a mile away. What do you do? Try your best to identify the genuine folks in the hiring practice. As for training, inspire your people to know and believe that each and every one of them matter to the business so that their pride will show when they engage your customers.
Customer Service comes from the top down - if the management has the opinion that the customer is to be treated with respect and candor - and management trains their employees on this concept (and the employees see that management also applies the techniques they are teaching others to themselves) then you will have a very successful customer service team.
Also make sure that you give your customer service team the right to make decisions (within the companies parameters) this speaks volumes to the client - it is very frustrating to be on the end of the customer and hear that they (the customer service reps) can't handle their situation that they will once again be pawned off to someone else.
Customer service really starts with the education of your customers.
They need to know what they can expect from you and in return what you expect of them.
If the relationship starts on this basis then the customer will not have unrealistic expectations and will not be disappointed when you standby your terms of business.
Further, if you decide to exceed the agreed service levels, they will know you have provided a better service level than agreed.
From this position of strength you be able to renegotiate price levels.
Customer service is usually part of the company culture and therefore is difficult to change unless the inniative is driven from the top.
Good customer service stems from company policies and therefore in my view can be trained but the company must see the importance of customer service and pay much more than lip service to any policy.
As long as policies are robust and fit for purpose, the personality should not be an issue.
A mixture of both. It can be taught and certain personality is required. An effective customer service begins from talking to the customer. Finding out how they could be best served and creating the internal processes to make it happen
To improve customer service, it is training, hiring, and the organization’s culture.
If the organization’s culture is not customer, service focused that it is a trickledown effect. People follow leaders, and if leadership does not practice what they preach it is going to have an impact.
Additionally look at your metrics.
Good customer service is about 3 things (at a minimal): good training, the right employees and more importantly listening to clients.
Good training: In addition to skill set -- making sure employees are trained in the skills and duties are that required to service customers, employees must exhibit a honest and valued brand of the company by building a rapport with the customers. This will allow employees to not only service the customers, but learn of better ways to service the customer.
Right employees: Training is required, even for experienced employees that are new to the company. Regardless of the amount of experience a new employee possesses, EVERY company differs. Accordingly, as a company continues to grow, you must make sure employees are well-versed in company policies and procedures, as well as requisite skill set. Employees must have the right personality to pleasantly service customers.
Listening to Clients: More often than not companies distribute surveys to customers without making changes or at least investigating customer complaints and/or suggestions. This is critical to improving customer service. If a customer has a bad experience a first time, they are likely to look over that ONE experience, but not a SECOND bad experience. In other words, all customer complaints and suggestions should be investigated and addressed. This is a sure way to build a reputable brand and encourage and build positive word-of-mouth experiences.
Remember a person will always remember how they are made to feel during a particular situation or problem; good or bad.
Customer service is the experience your customers receive from your company...I am always reminded of Bill Marriott saying "the check in desk is where the customer service starts with your Marriott experience. Get that right and everything else will strong a foundation to build upon."
I also think Emotional Intelligence is needed for Customer Service...
Consider the following 2 things:
1. Keep in touch with customers and tell what you are doing for them.
2. Ask whats more you can do for them
when they respond to you, listen to them do them what they need.
Customer service is an important part of your company. I always say, the company is like a human body, if one part of the body is not healthy, the body don't work well. It's the same for the company.
you want to know, how to improve the quality of your customer service ? and to know if you have the good collaborator in your customer service ? for me the best way is ...ask to your customers. Send a survey. In this survey ask to your customers what they think about your customer service, and try to measuring the smile ont the phone, the quality of you front desk etc...and you could ask them how you could improve your customers service, what they need for to be satisfy.
It starts at the top. How management treats its employees is how they will treat the customer. Your staff mimics you. So how does management treat staff when they have queries and questions ? Improvement in customer service lies in the answer to that question..