Fine-tune customer service to beat Coronavirus!
In today’s world, time is much more valuable than money because you can use your time to make money, but you can’t use the money to purchase more time. As a result, services and applications that allow customers to better manage their time are significant customer success differentiators. And it is important to have 21st-century operational efficiencies to meet the expectations and match the pace of demand.
“The bad news is time flies. The good news is you’re the pilot.”
In this article, I’m going to outline some areas where your organizations stand a chance to better their customer service and support.
#People don’t like waiting.
In today’s get-it-quick society, customers want you to value their time as much as their business. Responding quickly is one way to do that.
In one of the recent surveys, 29 percent of customers said that being forced to wait, made them feel as though companies “don’t care about my time.” Only 22 percent gave service providers the benefit of the doubt and said the length of time needed to resolve a case is unpredictable. So offering more convenient business hours, optimizing routing and scheduling, and keeping customers in the loop during the process improve satisfaction.
#Look at every touchpoint
My customer experience coach at Dell taught me to focus on each and every interaction with the customer, as it affects his relationship with your organization. A bad customer experience at any stage in the customer lifecycle can ruin your relationship. In addition to making sure the right skills are demonstrated, you need to be sure they’re being demonstrated consistently. You need to make sure each touchpoint leads to good customer experience, and that the journey as a whole delivers on customers’ expectations. Identify all the touchpoints and ask for their feedback while your customers transit through each touchpoint or stage. Bring in the customer satisfaction surveys at each stage, this will help you greatly to maintain that ownership among the staff and build on the feedback collected from users at every touchpoint.
#Get human-friendly once again!
What makes us human? Our innate ability to learn and laugh. If you came across this article and read all the way to the bottom, you likely already have this skill (nice!). Taking time to reflect on any mistakes you have made — is a way for you to gain insight into how to properly manage customers and effectively communicate at all times. In order to build a learning ecosystem, you need to provide the supportive conditions for professional learning. The following graphic is a nice representation of such a learning community on paper.
Once you’re able to establish this culture in your community, everyone would be happy about going an extra step towards customer success!
Use the tips above to develop your customer service team, and look for the same capabilities in anyone you hire to do customer service for your business.
“You can’t make up for the lost time. You can only do better in the future.” — Ashley Ormon
Has any of these characteristics made a visible impact on your own customer service experiences? Did I miss any that you’ve found invaluable?
Leave a comment below and let me know.
