As a business owner, you understand the importance of having an excellent customer service department. After all, without a customer base, you wouldn’t have a business to begin with!
That’s why it’s imperative that you do everything you can to make sure that your customer experience is one that’s pleasant and enjoyable. You don’t want customers walking away from your business feeling cheated. It hurts your customer retention and can damage your sales.
With that being said, let’s explore some ways that we can improve your customer service experience.
1. Implement a Call Management System for Your Business
The first way you can improve customer satisfaction in your business is by implementing a queue management system. We’ve all experienced poor customer service before. One of the main things that people complain about when dealing with a customer service department is the wait times on the phone. There are even some cases where a customer would rather avoid dealing with a department entirely rather than getting the assistance they need for something.
That’s why these management systems have been developed for businesses. They are designed to limit the amount of time a customer is waiting on the phone and connect them with a representative that can help them out with their specific situation. That way, the customer is on the phone for a short time and can get their problem solved as quickly as possible. It’s a win-win situation for them and your business.
2. Have a Coach Train Your Employees
The next way a business can improve its customer satisfaction is through customer service coaching. While your employees’ hearts may be in the right place, they might struggle delivering certain customer service skills that would make things much simpler for them and the customer. That’s why certain businesses around the country have decided to bring a coach on board.
These coaches will come visit your business and provide your employees with more interesting and engaging ways to address your customer’s concerns. For example, they will teach your employees better ways to listen to your customers, providing them with quick and efficient responses to common customer problems. This type of training will surely help your employees’ morale and provide them with the skills needed for a pleasant customer service experience.
3. Get Customer Feedback through Surveys
Surveys are a great way to gauge your customer service experience. They allow you to get insightful and in-depth feedback about certain products and employee services.
There are a couple ways you can deliver a survey to your customers. You could provide a survey over the phone to your customer after they’ve gotten off with one of your employees. These surveys can be automated or done by a representative of the company. By conducting the survey right after the call, you may be able to get more honest and raw feedback about your services.
The other way you can conduct a survey is through email. After a few hours have passed, you can send your customers an email asking them to conduct a voluntary survey about your company’s services. Some customers may prefer this option, since it gives them the ability to complete it at their own leisure. This way, their feedback is more thought-out and informative.
Regardless of your choice, it’s highly recommended that you implement a survey system into your business. By listening to your customer’s comments and complaints, you can adjust your business model accordingly.
4. Provide an Inspiring Company Culture
While the goal may be to improve your customer’s overall happiness with your company, you need to make sure that your employees are happy and well-treated as well. Providing your employees with a friendly work environment allows them to feel comfortable at work and gives them an incentive to do well.
With that being said, you should try and build personal relationships with these employees. After all, they are helping you get your business to new heights. Try implementing an “employee of the month,” program, or schedule parties for certain company achievements. When everybody involved is happy, the business process will go a lot smoother.
5. Stay Up To Date with The Latest Trends In Business And Marketing
Lastly, you can improve your customer service department by looking into other businesses and seeing the latest trends in your industry. It’s important to see what your competition in the industry is up to. Do they have a better customer service department than you? What are they doing to be ahead of the competition? By answering these questions, you may develop a better understanding of what needs to be done in your own offices.
If you follow any of the five suggestions we provided you with, you’ll surely notice a step in the right direction regarding your customer service department. By having a better customer service experience, you’ll develop better customer retention, get more referrals and surely see a rise in sales!
by Gary Anderson