There is an X-factor in business that seems more like it would be the foundation. Customer service is essential to everyone who tries to compete with others in the business world.
We’ve gleaned some helpful information from articles shared by Forbes and Software Advice about how to make customer service top-of-mind among employees. Here are a few key insights:
Digging into the customer service experience
One thing to make clear right from the get-go is that customer service goes beyond just a purchase. Certainly, that’s the most logical place for it to be strong, but any interactions before, during, or after the purchase is where it becomes crucial to get service right.
The goal of strengthening the customer experience overall can be met in part through the customer service decisions you make. If enhanced every step of the way, it optimizes the relationship between the brand and customer.
It goes beyond just affecting the profits, too. Service becomes a part of your brand just as important as the products or services you provide. That means loyal customers who pay on time making up most of your base.
The ways to best serve the customer
Among the techniques that other companies recommend are these we’ve listed below. You’ll see a pattern here, and it involves the way you communicate with your customers.
Solutions at the right speed
Simply put: the shorter the wait, the better the experience. Making sure your systems are set up to respond quickly to their needs is vitally important. A tool like AI can be used for this as well, but having someone available via phone in real-time is always a great option.
Talk to them about their needs
Dialogue is important to start and then maintain. When you speak with them, find out how they like to be addressed and in what format is the most convenient for them. Coming up with solutions that best meet their needs is an art and a science.
Lead with positivity
This may be difficult at times, but it’s a good rule of thumb. If you’re especially responsive in a proactive, solution-oriented way to any concerns or potential conflict, that goes a long way toward making the customer relationship stronger. A welcoming tone — even when things go wrong — is important to maintain.
Building true relationships
This combination of listening to customers, delivering on expectations and listening to their needs as well as concerns is how to best build a service model for your business.
Working with any kind of customer requires a human touch, but it can also be boosted by technological means. At ARO, we’ve made it our goal to bring empathy to the collections process while still helping businesses reach their fullest potential. Find out more about what we have to offer businesses on our website.
