In 2022, you have to be willing to take time, patience, and energy with the customer. In artificial intelligence, virtual assistants and chatbots can field even complicated questions. But it takes a human being to solve complex problems.
So how do you go about doing that?
Hire the Right People and Build Your Dream Team
Give a lot of thought to the team you put together. You may be tempted to take on anyone with the right skills, but that’s not your top priority – it’s the personality you’re looking for. While a doctor’s office can rely on a medical answering service to handle
phone calls, it’s the nurses and physicians that make the biggest difference in patients’ lives. Finding the right men and women to staff your organization is essential for ensuring the best customer service possible.
Automate Processes Using Help Desk Software
Get help desk software on your phone, in the cloud, or both. It is a great way to streamline specific processes and make things easier for you and your customers. You can leverage your customer service team’s expertise to help other angry customers solve their problems.
Use Positive Body Language and Listen
In the last ten years, there has been a lot of talk on this subject. But, the biggest secret to excellent customer service is to listen. Start with the basics – eye contact and correct posture. You can learn how to do this by seeing how much time your clients spend on the phone with you or by email and observing people. Look for signs that they are comfortable or not.
Practice Empathy and Recognize Your Customer’s Personality
Some customers will respond best to empathy, while others are attracted to salesmanship. Some will respond best to a level of authority and respect, while others
are intimidated by top-down commanding. Some need a salesperson’s help and expertise, while others appreciate that the customer took the time to research the product for themselves.
Be Smart About Distributing Tasks
Have your customer service team take the lead in assigning groups of tasks. Give them specific days to perform the tasks and which customers they need to be working with. It will slow down how many customers get one-on-one attention but can help you build a strong relationship with your customers, so they are more likely to have a positive
response when you return their calls or email.
Do Not Make Promises You Can’t Keep or Over-Promise
It is a common mistake that many customer service teams make. The sales team knows the product inside and out, and they often have hopes and dreams of features they want to work in. However, depending on deadlines or when the programmer can get around, those promises often go unfulfilled. It can result in unhappy customers who expect a feature that never happened.
Keep Your Website Updated
It may seem simple, but many customer service websites are outdated and not
mobile-friendly. A customer could click on your website, only to find that it doesn’t fit their smartphone or laptop. It can aggravate your customers who don’t want to jump around between sites constantly.
Leverage Chat & Email Templates
Many companies offer a variety of customer service templates that can be put on their email program and chat program. It is a great way to standardize language, formatting, and check emails or chats for spelling or grammar mistakes. You’ll also want to check your website for broken links or outdated content and make sure any videos on the
website or social media pages are up-to-date.
Don’t Play the Blame Game
No matter what the issue is, try not to take the blame or deflect blame. It will only make things harder for you in the long run. Remember that a critical element of excellent customer service is taking ownership, and admitting mistakes is part of being a human being.
As you can see from the above list, there are many ways to improve your customer service approach in 2022. The trick is finding the right balance between being a humanist and using AI to help you. With that balance in place, you’ll be well on your way to providing excellent customer service and building strong relationships with people who love doing business with you.