It is well known that quality customer service is important for businesses of all sizes. Through excellent customer service, you can increase customer loyalty, attract new customers through social recognition, and raise the money your customers spend with your business.
Why having an excellent customer service team is critical
How to select the right people for your customer service team
We live in a world where customers are willing to pay more for a better customer service experience. 42% of customers say they are willing to pay more for a friendly and welcoming customer service experience, and 52% say they are willing to pay more for a fast and efficient customer service experience. How good your customer service experience depends on how good your customer service agents are.
There are many ways you can pick the right people for your customer service team, but there are a few key factors you should consider. Let's take a look.
Being open, positive and friendly are all qualities we look for in our daily interactions, so it should be no different when talking to a customer service agent. Beyond that, there has been a clear shift in the last decade towards a more approachable and transparent approach to communication. Most companies used to present a corporate image focused on facts and downplayed the personal touch. We no longer live in that era. Today, even the largest organizations in the world enjoy some lighthearted fun with their customers on a personal level. Customers return to businesses that make them feel good, but it turns out that corporate language doesn't make people feel very warm and fuzzy, so who knows?
When hiring a customer service agent, you should keep a positive attitude. If a customer is calling customer service, chances are they have something to complain about. Having a positive and friendly attitude towards unhappy customers can help put them at ease and take some of the pressure off. This is not only better for the customer but for the agent as well. Agents with a positive outlook will be better able to help customers, making them more likely to feel increased job satisfaction when things are going well.
Problem-solving, creativity and communication skills
Customer service agents deal with customers in real time, which means they need to meet and exceed their expectations quickly. Customers talk to customer service because they have a problem, so having agents with solid problem-solving skills is critical.
Problem-solving and critical thinking is about finding logical connections between facts and creative ways to solve problems. For example, a customer calls your customer service team and complains that they didn't receive a purchase confirmation email. The customer is anxious about not having this confirmation because it serves as proof of their purchase, which they want to ensure. The agent can send another confirmation to the customer, which may or may not solve the problem. This approach does not get to the root cause of the problem.
In this case, the customer service agent should stay on the call to see if the customer received the second confirmation email. If the customer doesn't receive the second one, then there's no point in continuing to send them another one - it simply won't solve the problem. This is where an agent with strong problem-solving skills would ask, "What is the likely reason the customer didn't receive this email?". It may go into the customer's spam folder. This could be a technical problem with you or any other reason. If the agent cannot send the email successfully, they can confirm the purchase differently by looking at the customer's account details and sending them a copy of the proof of purchase.
Communication skills are also very important. Good communication skills are not just about speaking clearly and concisely but also about listening well. If customers have questions, they want to be heard. They want to feel that their problem is as important to them as it is to them, and agents with good communication skills will make customers feel that way.
Loyalty
It's no secret that customer service agents have a high turnover rate. The average turnover rate for all industries in the U.S. is 15%, but the turnover rate for call centres is about 45%. That's huge, but why? It's a complex issue, but some key reasons are as follows.
-Lack of recognition for a job well done.
-Poor pay and compensation.
-Lack of training: A well-trained customer service agent is less likely to meet customer needs and, therefore, less likely to meet goals and have lower job satisfaction.
-No opportunities for advancement: Employees are more likely to pursue completely different jobs and career paths if they cannot work for (and reach for) things.
Companies are often too quick to blame employees for poor performance rather than asking, "Are we equipping them with the tools, skills and recognition they need to do their jobs well?". This is especially a problem in customer service roles, where there is a greater emphasis on reporting and collecting metrics. Managers can get lost in the numbers and not see the people.
Turnover rates go down as employee loyalty goes up. So how do you keep employees loyal? You make them feel appreciated by establishing a reward structure for good work, you compensate them fairly, and you give them the opportunity to bring new things to the table. Customer service agents don't want to feel like robots just there to read scripts aloud; they want to contribute and be a part of the company, so let them do it.
There's a cycle here, too. If your company is known for good customer service, more agents will want to work for your company, and they will feel like they are contributing something of value. If your company is known for poor customer service, you will attract employees who see your company as a second or perhaps even last choice. These employees won't give 100% of their efforts to improve your business because they don't intend to stay.
How to make the most of your customer service agents
You need to provide your agents with the tools they need to help them be the best agents they can be:
· Omnichannel platforms: Omnichannel platforms are now the preferred approach to customer service. With omnichannel platforms, your customers can communicate with you based on their communication preferences and have a consistent and direct experience. The same is true for customer service agents. In the past, systems were siloed and unable to communicate with each other, resulting in errors and a lack of clarity in customer accounts. Without a full view of employees, agents would be unable to do their jobs effectively. An omnichannel platform is also preferred because it involves only one set of training, allowing your agents to become proficient with your platform. They will no longer need to learn multiple platforms to do their jobs.
· Advanced technology tools: There are now many tools available to help agents understand customer data and use it to inform their decisions. With the advent of artificial intelligence and machine learning, the business world now has some very powerful tools that can provide a better experience for customers and help agents perform their jobs.
· Freedom to make decisions: Your agents should feel like valuable and autonomous team members who can make their own decisions. Good problem-solving often requires thinking outside the box and making decisions without the input of a manager. You should trust your agents enough to give them the freedom to make the best decisions, and you will see the rewards of this approach in terms of customer satisfaction and agent job satisfaction.
However, it is also true that your business is only as good as your employees. When it comes to improving the quality of customer service, talented, happy, skilled and appreciated customer service agents are crucial. That's why we've put together a guide to building a top-notch customer service team!
Use customer support software which contains an efficient knowledge base, ticketing system and Live chat. Minimal cost to enhance customer experience.| BClinked
Rapid deployment, simple enough but effective customer support system
Why having an excellent customer service team is critical
Most business owners understand that keeping their customers happy is the key to business success, and a good customer service strategy should focus on keeping them happy. However, not all business owners understand exactly how a customer service team can improve their business beyond "their handling of unhappy customers". There's more.
It increases customer retention.
If someone calls your customer service team, chances are they're already a customer. Maybe they've already purchased your product but are confused about how to make it work. Maybe the product didn't work as expected, or they're still waiting. This could be for several reasons, but it's important to remember that they are already your customer. That means you've already convinced them to buy once!
Converting prospects into customers is no easy task. Even the largest companies in the world struggle to do this, and most shopping carts are abandoned and never make it to the checkout. If you can provide an excellent customer service experience for these customers, they will be more likely to buy your product again, which is more profitable for your company.
It increases customer retention.
If someone calls your customer service team, chances are they're already a customer. Maybe they've already purchased your product but are confused about how to make it work. Maybe the product didn't work as expected, or they're still waiting. This could be for several reasons, but it's important to remember that they are already your customer. That means you've already convinced them to buy once!
Converting prospects into customers is no easy task. Even the largest companies in the world struggle to do this, and most shopping carts are abandoned and never make it to the checkout. If you can provide an excellent customer service experience for these customers, they will be more likely to buy your product again, which is more profitable for your company.
Not only that, but the more times a customer buys your product, the more likely they are to buy again, and the more they will buy in consecutive amounts. Providing a poor customer service experience to first-time customers can turn them into one-time customers, potentially costing your business thousands of dollars in lost profits in the future. One study found that a 5% increase in customer retention can lead to a 25% increase in profits.
Loyal customers are those who are loyal to your brand and will continue to buy your products over those of your competitors. This is true even when cheaper and better-quality products are available elsewhere. These customers have become connected to your business and your message.
Loyal customers are those who are loyal to your brand and will continue to buy your products over those of your competitors. This is true even when cheaper and better-quality products are available elsewhere. These customers have become connected to your business and your message.
These customers may keep coming back to you because you offer something extra that is important to them. They may love how smooth the process of buying your product or service is from start to finish. They may support your approach to solving social issues like sustainability and philanthropy, or they may agree with how easy it is to solve problems with your company through your customer service team. Whatever the reason, you must foster this loyalty from your customers. Good customer service makes for happy customers, and happy customers become loyal customers.
If the benefits of having a happy customer don't motivate you, the consequences of having an unhappy customer should. An unhappy customer will tell 9 to 15 people about their bad experience, and about 13% of those customers will mean more than 20 people. Providing poor customer service by having a low-quality team can damage your business reputation and deter new customers from buying from your company.
Unhappy customers are louder than happy customers.
If the benefits of having a happy customer don't motivate you, the consequences of having an unhappy customer should. An unhappy customer will tell 9 to 15 people about their bad experience, and about 13% of those customers will mean more than 20 people. Providing poor customer service by having a low-quality team can damage your business reputation and deter new customers from buying from your company.
How to select the right people for your customer service team
We live in a world where customers are willing to pay more for a better customer service experience. 42% of customers say they are willing to pay more for a friendly and welcoming customer service experience, and 52% say they are willing to pay more for a fast and efficient customer service experience. How good your customer service experience depends on how good your customer service agents are.
There are many ways you can pick the right people for your customer service team, but there are a few key factors you should consider. Let's take a look.
Friendly and Positive Attitude
Being open, positive and friendly are all qualities we look for in our daily interactions, so it should be no different when talking to a customer service agent. Beyond that, there has been a clear shift in the last decade towards a more approachable and transparent approach to communication. Most companies used to present a corporate image focused on facts and downplayed the personal touch. We no longer live in that era. Today, even the largest organizations in the world enjoy some lighthearted fun with their customers on a personal level. Customers return to businesses that make them feel good, but it turns out that corporate language doesn't make people feel very warm and fuzzy, so who knows?
When hiring a customer service agent, you should keep a positive attitude. If a customer is calling customer service, chances are they have something to complain about. Having a positive and friendly attitude towards unhappy customers can help put them at ease and take some of the pressure off. This is not only better for the customer but for the agent as well. Agents with a positive outlook will be better able to help customers, making them more likely to feel increased job satisfaction when things are going well.
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Problem-solving, creativity and communication skills
Customer service agents deal with customers in real time, which means they need to meet and exceed their expectations quickly. Customers talk to customer service because they have a problem, so having agents with solid problem-solving skills is critical.
Problem-solving and critical thinking is about finding logical connections between facts and creative ways to solve problems. For example, a customer calls your customer service team and complains that they didn't receive a purchase confirmation email. The customer is anxious about not having this confirmation because it serves as proof of their purchase, which they want to ensure. The agent can send another confirmation to the customer, which may or may not solve the problem. This approach does not get to the root cause of the problem.
In this case, the customer service agent should stay on the call to see if the customer received the second confirmation email. If the customer doesn't receive the second one, then there's no point in continuing to send them another one - it simply won't solve the problem. This is where an agent with strong problem-solving skills would ask, "What is the likely reason the customer didn't receive this email?". It may go into the customer's spam folder. This could be a technical problem with you or any other reason. If the agent cannot send the email successfully, they can confirm the purchase differently by looking at the customer's account details and sending them a copy of the proof of purchase.
Communication skills are also very important. Good communication skills are not just about speaking clearly and concisely but also about listening well. If customers have questions, they want to be heard. They want to feel that their problem is as important to them as it is to them, and agents with good communication skills will make customers feel that way.
Loyalty
It's no secret that customer service agents have a high turnover rate. The average turnover rate for all industries in the U.S. is 15%, but the turnover rate for call centres is about 45%. That's huge, but why? It's a complex issue, but some key reasons are as follows.
-Lack of recognition for a job well done.
-Poor pay and compensation.
-Lack of training: A well-trained customer service agent is less likely to meet customer needs and, therefore, less likely to meet goals and have lower job satisfaction.
-No opportunities for advancement: Employees are more likely to pursue completely different jobs and career paths if they cannot work for (and reach for) things.
Companies are often too quick to blame employees for poor performance rather than asking, "Are we equipping them with the tools, skills and recognition they need to do their jobs well?". This is especially a problem in customer service roles, where there is a greater emphasis on reporting and collecting metrics. Managers can get lost in the numbers and not see the people.
Turnover rates go down as employee loyalty goes up. So how do you keep employees loyal? You make them feel appreciated by establishing a reward structure for good work, you compensate them fairly, and you give them the opportunity to bring new things to the table. Customer service agents don't want to feel like robots just there to read scripts aloud; they want to contribute and be a part of the company, so let them do it.
There's a cycle here, too. If your company is known for good customer service, more agents will want to work for your company, and they will feel like they are contributing something of value. If your company is known for poor customer service, you will attract employees who see your company as a second or perhaps even last choice. These employees won't give 100% of their efforts to improve your business because they don't intend to stay.
How to make the most of your customer service agents
You need to provide your agents with the tools they need to help them be the best agents they can be:
· Omnichannel platforms: Omnichannel platforms are now the preferred approach to customer service. With omnichannel platforms, your customers can communicate with you based on their communication preferences and have a consistent and direct experience. The same is true for customer service agents. In the past, systems were siloed and unable to communicate with each other, resulting in errors and a lack of clarity in customer accounts. Without a full view of employees, agents would be unable to do their jobs effectively. An omnichannel platform is also preferred because it involves only one set of training, allowing your agents to become proficient with your platform. They will no longer need to learn multiple platforms to do their jobs.
· Advanced technology tools: There are now many tools available to help agents understand customer data and use it to inform their decisions. With the advent of artificial intelligence and machine learning, the business world now has some very powerful tools that can provide a better experience for customers and help agents perform their jobs.
· Freedom to make decisions: Your agents should feel like valuable and autonomous team members who can make their own decisions. Good problem-solving often requires thinking outside the box and making decisions without the input of a manager. You should trust your agents enough to give them the freedom to make the best decisions, and you will see the rewards of this approach in terms of customer satisfaction and agent job satisfaction.
Use customer support software which contains an efficient knowledge base, ticketing system and Live chat. Minimal cost to enhance customer experience.| BClinked