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?
Do you have any existing CRM in place to maintain a Good Relationship with your customers
I have done my Masters in BA and our company is SuiteCRM delivery partner and would love to assist you
Thanks and Regards,
If you connect with the brand (products or/& services), then you walk the talk with passion.
If you do the job just for doing it, then it becomes a task oriented one...lacking interest...Habits, routine kills your creativity and motivation
Hi Armando, Customer service is a mix of both, it's about the personality of the customer service rep but also in the training. A lot of companies (especially SME's) are not investing in the right CS training as they believe it's not necessary.
Let me assure you it's probably the most important training that you could invest in (for yourself, your business and your team).
Many people believe CS is about being friendly, the customer is king, and smiling when it is so much more. Your CS reps are the front line of your business, your invisible face so to speak. They are the ones who make sure customers return over and over again, are happy with the products and services they receive and deal with complaints and unhappy customers.
You can learn a lot from a great customer service team and from your customers however only if they are trained well.
Imagine you hire 2 service reps to start with. 1 is extremely friendly but always residing with the customer (has customers business in mind rather than your own), providing free bees to solve problems whereas the other might have a different standard, doesn't provide immediate free gifts and has your business in mind. Both might be wrong in their approach but both believe it's the best way to deal with customers. What do you do?
Customer service is about providing an overall unified approach, no matter who you talk to in your company, the approach/ guidelines/ rules should always apply to everybody. For example, answering the phone first by company name followed by their name with a smile and a how can I help you today?
If one only answers the phone with hello or you're through to company x or you're talking to Dave (because they believe that you already know what company you talk to) you will have a problem eventually because there is no consistency.
Customer service is all about consistent behaviour no matter if you're dealing with customers, suppliers or people just walking in to ask for directions. Your approach should always be the same, no matter who you're dealing with in the company.
Customer Service training alone will not do much, make sure you have follow up coaching included in the training to help your employees achieve the best possible results.
They are representing your business, don't take a chance on just hiring somebody you feel is friendly.
If you have more questions, please feel free to connect on LinkedIn and I can put you in contact with our Customer Service Expert who is more than willing to talk to you or anybody about proper customer service and how to build loyalty.
I hope this is a bit helpful.
Thank you and all the best
I don't have a great deal of experience in customer service, but one item I'd add to your list would be that you also need good tracking and monitoring so that you can continuously improve the performance of the customer service team.