If you work in the Customer Service team, your department is one of the key components in running a successful business. If any potential client or visiting customer is facing trouble, you must resolve them in a way that they are satisfied with your tone of speech and practicality.
Apart from queries, some customers might want to report a grievance and their attitude might not be as pleasant as you hope them to be. During those times, you must keep your tone neutral as well as polite and resolve their concern.
In this blog, we will read about the following:
- What is customer service?
- Importance of good customer service.
- How to handle customer’s concerns?
- Examples of good customer service.
- What good client service reflects about your business?
- Conclusion.
What Is Customer Service?
Starting with the basics, Customer service refers to the act of resolving and listening to customer grievances(if any) or any queries thereby keeping the customers satisfied. The only objective of the team isn’t to provide instant on-spot solutions but to create a long-term relationship with them. It puts the flywheel into motion since loyal customers bring in more customers.
Customer service is not a cost, but an investment.
We believe this quote because we have seen how customer service can boost your business in a very short period of time.
Why Is Customer Service Important?
According to the Zendesk customer survey,
- It is reported that 73% of business leaders report a direct link between customer service and their business performance.
- Customers have a positive impact on the growth of businesses, according to 64% of business leaders.
Regardless of your company’s size or industry, having a good customer service center will help your company grow, boost retention and increase sales.
1. Customer Retention Is Cost Effective.
When a customer is familiar with your business, they may invest even more than the last time in your company. Even a 5% increase in customer retention can result in up to a 25% increase in profit. It is observed that the cost of acquiring new customers is more than the cost required to invest in a small team of customer service.
2. Brand Awareness Is Created By Customer Service.
You may know what your company is selling, but people will assume things about your company based on the information they hear and see. However, your team has control over that. They can talk to the customers and tell them positive things about your products in a positive manner. The influence of your team on the customers will decide the brand’s reachability.
3. Loyal Customers Become Brand Advocates.
When a customer is fully satisfied with your service and their queries are taken care of, then they start referring your product to other people thereby, increasing the customer database. Since the people they refer your products to already have a sense of trust in each other, the chances of them investing are also high. Perhaps they will also become your ardent supporters as they attempt to defend your brand’s reputation in the event of any flaws.
4. The Customer Lifetime Increases With Better Customer Service.
Your team invests time in building a trustworthy relationship with your customers, this time is added to customer lifespan as well. When the customers feel that they can approach you without hesitation, they will feel welcomed to your business even more.
How To Handle A Customer’s Concern?
When you face a dissatisfied customer, the following things must be kept in mind.
- Keeping a neutral tone of speech.
- Listen to their grievance and empathize.
- Acknowledge their concern.
- Get the important and relevant details about their problem.
- Provide a solution or a temporary aid till you fix their issue.
- Thank them for reaching out to you.
- Make them feel that they are of utmost importance and their issue will be resolved as soon as possible.
What not to do while dealing with a dissatisfied customer?
- Don’t mirror their language or tone of speech.
- Dismiss their problem by making some excuses.
- Try to provide them with a solution while they are overwhelmed.
- Don’t keep the call without giving them a solution.
Examples Of Good Customer Service.
There are many stories around about companies going to different extents to win customers’ trust and give them satisfactory service, some are bizarre while some are simple. Let’s look at a few simple yet effective things you could do to win their trust.
1. Instant Replies.
When a customer reaches out to you, they expect to connect to any member of your team instantly. When there are faster replies they will feel valued and connect with your company subtly. Also, it makes them feel assured that their problem will be solved.
2. Providing FAQ brochures.
If a customer doesn’t like to bother anyone when facing an issue, they usually search for it up on the company’s website. So it’s quite useful to keep a knowledge brochure on your website.
3. Being proactive rather than reactive.
Providing solutions to customers’ problems by anticipating them rather than waiting for the customer to reach out is often quite useful in keeping the customer satisfied.
What Good Client Service Reflects About Your Business?
If we compare two businesses that have the same products and services but one has excellent customer support that is available 24 hours a day, seven days a week and the other can rarely connect to customers due to one or other major problems. We will see that the first one grows and the second one will grow but it will take time and money to acquire customers. and the first one gets popular by word of mouth.
Nowadays, we have a plethora of automation tools at our disposal in the market that can solve all of your problems, whether they are marketing, sales, or customer service related. If you need to learn more about how to automate customer service, we will be pleased to help you.
Conclusion.
Customer service is essential to retaining customers and achieving success. The flywheel is likely to stop spinning altogether. Your brand image and reputation will improve when you provide excellent customer service to new customers and prevent customer churn. Furthermore, data shows that high-quality customer service is not a nice-to-have, but an expectation.