Clark Howard, a leading consumer advocate who has his own nationally syndicated radio show, jokingly refers to “customer no-service” with his listeners as they call in with the problems they get from companies who don’t care.
Unfortunately, customer service can often be that way.
But it doesn’t have to be. And the fact you’re reading this post shows you understand that.
What are the top qualities of excellent customer service?
Here they are:
The University of Warwick (in the UK) performed a study on customer service. And their results match what many others have found: customers prefer speed most.
If you do nothing else with your customer service, at least make it fast so customers can get on with their hectic schedules.
Training your employees and empowering them with the ability to make decisions greatly increases the speed to resolution for customers.
When you get a customer service associate (in your own life) who gives you a wrong answer, how do you react?
You’re not happy.
Being accurate in the first place doesn’t improve customer satisfaction. But being inaccurate quickly destroys it.
How can you ensure your employees know what they need to know, while also transferring customers to the right person only when necessary?
No customer has ever said,”This is too simple and understandable for me. I’m taking my business elsewhere!”
Even if you have a highly technical product with sophisticated customers, use the simplest language possible so it’s obvious what you mean.
Keep sentences short.
Your communication will never be perfect. But if you tighten it up with only what’s necessary to help the customer achieve what they want, customers will love you for it.
Don’t let this become just another buzzword. “Transparency” here means to let your customer know what’s going on behind the scenes.
For example, if your customer has to wait, tell them exactly why. Then give them an expectation of how long they’ll have to wait.
This helps customers be more patient. And it improves their mood, which makes them easier to work with.
Some leading corporations require you to press numbers several times to get you to the right department. And they make that process so long and frustrating that some customers just hang up and cease doing business with that company.
You’ve heard the mantra to “exceed customer expectations.” However, did you know research has found that customers would rather exert minimal effort in getting their needs met than having their expectations exceeded?
Research published at Harvard Business Review confirms it.
So those are five more ways you can improve your customer service.
Which surprised you most?