While dealing with a BPO industry how you would make sure that your entire team is empathetic, skilled, and engaged? And what is the most important thing you would do to improve your relationship with all your clients and customers? The answer here to your questions is just one improve your customer services, no matter how good your product, your staff and the organization is. The only thing that your clients would likely to remember is the direct interaction that they have with your organization.
Your need to remember that your customer success team is the face of your company, and your customers experience is defined by the skill, quality, and the entire support that they receive by your organization. An organization that is strong would definitely have a great customer service, but an organization that is smart would always continue to ask their customers what is a good customer service? And if you are not constantly on the outlook of how you could improve your customer service then your relationship would definitely stagnate. Below given are a few customer service tips for identifying ways to a better customer service.
1. Strengthening Your Customers Service Skills
Customers generally appreciate the ones who would take their problem towards the resolution. At the same time it is important that you have good management skills and not spend more time on just one customers when others are waiting on line. So stay focused on your goals achieving the right balance.
Generally it is believed that your customers rely on the knowledge you have on the products they have purchased. So try and stay informed enough to respond to most of the enquiries of your customers, understanding where to turn incase their questions go in detail or become more technical for you to answer them. Do not hesitate to say I Don’t Know, in case you do not know the right answer as customers would appreciate your honesty and efforts in order to find the right answer.
Ensure that you convey the right thing to your clients and customers in other words you know what you are saying. I am sure you would not want your customers to think that he is getting 50% off when he is actually getting 50% more on the product. Try and use a positive language, staying cheerful, and no matter what never ever end a conversation without confirming from the client that he or she is satisfied.
2. Looking at Every Point of Your Customer
A bad customer service at any point of a customer life cycle management could easily ruin your relationship you have been maintaining with your customers. So do make sure that you are demonstrating the right skills making sure that they have been demonstrated consistently. Pay attention to the touch points of your clients and customer making sure you have the full view of your customer’s experience. Remember your risks could lapse in services hurting your business.
3. Improving the Interaction of Your Customers
If your staff has the necessary skills required as a call centre agent then that’s a really good start. But remember you still have to relate to your clients and customers. Here are some of the important tips for you to make sure that your customer service is both thorough and is well received.
Following up with your customers once the issue is resolved
Do make sure that your issues are fixed and your customers are satisfied with the services offered. Send an email or even a feedback form is one of the most excellent ways of telling your customers that you know you are still on their side.
Admitting your mistakes even if you discover them before your customers.
This helps you build the trust and bring confidence, allowing you to control the situation refocussing on the customer’s attention and resolving the issues.
Practicing each and every listing so that your customers are heard.
Clarify and ensure that you are understanding what your customers are saying. Empathize with and respect their feelings by saying things that they must have upset you or I can see why you are slighted.
4. Enhancing Your Customer Service Strategy
Your staff do have the skills and know how to interact with their clients and customers. But what ideas and strategies could you employ in order to please your customers. Practice proactive services by making your customers feel happy before they come to you with your problems.
5. Making sure that your representatives are engaged with customers.
You could have the best customer service skills and the best training in the world, but if your reps have left for the day it would not make a difference at all your client’s online. Improving your customer service is another best way of making sure that your customers have a great experience with you and your organization. Customers who are not satisfied are unlikely to come forward with their problems so try and consider of having an anonymous suggestion box in order to know what your employee would tick.
So what steps would you take to improve your customer’s satisfaction? Do leave your comments below.
About The Author
Abhishek Jain has over 10 years of experience within the Business Process Outsourcing (BPO) Services India. Business Process Outsourcing delivers and manages various offshore/onsite projects in various technologies and domains