4 Practical Ways To Improve Your Customer Service
Businesses are evolving their approach because they recognize that a more mobile, connected consumer expects a more personalized, relevant experience. Companies know they have to engage and empower their staff to meet new consumer expectations.
- BE PRODUCTIVE WITH THE RESOURCES YOU HAVE
At its core, productivity is about making the most of your resources. Every company has opportunities that can be leveraged. For example, businesses that generate customer data can use the information to personalize the customer experience. Companies that have customers who opt in to company communications have a great opportunity to make contact and form a connection.
- USE AN INTERACTIVE APPROACH TO CUSTOMER COMMUNICATION
Today’s consumers are used to two way conversations rather than top down communication. If they’ve reached your agent via an automated phone menu or web form that required them to provide information such as their name and account number, they don’t want to have to repeat that.
- EMPOWER EMPLOYEES AND CUSTOMERS WITH CHOICES
Everyone likes to have choices, and accommodating even small preferences can go a long way toward creating greater customer and employee satisfaction. For example, when building a loyalty program, give customers options even something as simple as a choice of touch tones. Give employees an array of options to personalize calls to action. Empower them to reach out to customers by providing a thank-you note or sending a small gift. When you give employees and customers choices, both groups will feel that they are empowered to make the selections that are right for their unique needs.
- ENGAGE CUSTOMERS AND EMPLOYEES
Just as in ordinary non business communication, customers should be greeted by name. Customers pay closer attention when employees know their history with the company and understand their needs. To engage employees and incentivize them to properly engage customers, consider setting up a friendly competition, such as a contest to see which agent can gain the most opt ins to a loyalty program or collect the most employee contact information. Set up a leaderboard so staff can monitor progress.
“Businesses can give customers and employees alike more choices and maximize engagement across both groups. In this way, companies can deliver world class customer service to next generation consumers” commented Salomón Juan Marcos Villarreal, president of Grupo Denim.