Some instinctive traits make a great customer service person. Being able to read personalities, having knowledge of a product, a willingness to help and having empathy for everyone’s situation are all hallmarks of great customer relationships.
Sometimes, though, there are other aspects of the customer experience that require planning and work to truly be cohesive.
We’ve come up with several ideas that are good to think about when planning improvements or making shifts in the way you interact with customers. We look at stories on the Canadian Indeed.com website as well as articles in Entrepreneur to find some food for thought.
Work hard to make it personal
By this, we mean that you should find out what type of device or website your customers mostly use and then go ahead and cater to it as much as possible. Finding out from them what their preferences are will go a long way to providing convenience as well as the sense that you’re paying attention to them.
Turn complaints into a call to action
This can happen if there’s something about the way you do business that’s generating negative feedback from your target market. The business cliche that a “complain is a gift” is true in this case, as a concerted effort to facilitate positive change out of this concern could be a turning point. Also: don’t forget to let everyone know you’ve made those improvements by taking to your social media accounts or website to provide details.
Determine stats to measure
Data is power — that’s not just what tech companies say! Creating and then measuring the Key Performance Indicators (KPIs) that most impact your business success are important. Call-back rates, shrinking of touch-points for customers and receipt of positive feedback could be three KPIs that might be important to you.
Make sure your toolbox is robust
If you’re looking to improve efficiency to improve the customer experience, then you need to find some funds for the latest technology. Customer management software (CRM), text options, help desk software or a new online forum for customers could all be ways that you use what’s out there to offer customers more chances to reach you — and to stay loyal to your business.
Building trust through empathy
Treating everyone with compassion and empathy starts with the customer service relationship, and it’s the place where it can be practiced daily. Those twin pillars of empathy and compassion are also major parts of what we do at ARO.
We’re able to reconcile customer debt with the personal touch needed to build trust and create a solid customer experience. Find out more about what we have to offer businesses on our website.
