How to improve customer serviceUnderstand customer needs. Establish and communicate clear service standards. Delight your customers by exceeding their expectations. Capture and share examples of excellent service.
Create easy and effortless customer service. Continuously improving customer service performance is vital, as it is one of the definitive drivers of company profitability. In fact, it's not unreasonable to expect sales to increase 20% or more of the company's total revenues if excellent customer service is offered. It's all part of developing an agile workforce that can adapt and change as needed, and of offering better customer service experiences.
Make it your mission to find solutions and help your customers move from a problem-focused mentality to a more positive one. The ability to communicate clearly, both verbally and in writing, is essential for excellent customer service, especially if you're talking to someone who has a different native language. Experience iD is an intelligent and connected system for ALL the experience profile data of your employees and customers. Your customers are the lifeblood of your company, so it's crucial that they always feel valued, assisted, listened to and safe when they interact with you.
But maintaining that approach also involves training customer service representatives, knowing what customer service channels they should work on, and using tools that can provide them with a personal advantage. Consider your customer service offering in the context of the entire customer journey and you'll have a better idea of how much customers know, what their objectives are, and what interactions they may have already had with your company. Make your customers contact you as easily as possible and you'll notice an improvement in their perception of you. By practicing active listening, you'll not only have the ability to become a truly exceptional customer service agent, but you'll also improve your relationships outside the office.
At the same time, companies that offer efficient omnichannel support retain an average of 89% of their customers. However, the overwhelming majority of customer feedback tells us that, when it matters most, it's only possible to have a human conversation. There is a statistic that is often repeated in business circles, according to which it costs much less to keep existing customers than to attract new ones. In addition, customer feedback can also help you improve your services and products, and provide you with data that makes it easier for you to make the right business decisions.
Otherwise, regardless of how good your product or service is, you risk losing your current and potential customers. Increase customer loyalty, revenue, portfolio share, brand recognition, employee engagement, productivity, and retention.
