Hand with marker writing the word Its All About Relationships
The examples are as varied as the business landscape, from the call centre team member who goes out of his way to wish every caller a good day to the extraordinary examples below. Whatever your industry or the size of your customer service team, there are lessons to be learned about how to serve your customers to ensure your business survives and thrives.
Good customer service typically includes the following elements:
Availability : Good customer service means being easy to reach and respond cambodia whatsapp number customer questions and concerns. This can include multiple customer contact channels, such as phone, email, or live chat.
Professionalism : Good customer service representatives are professional, courteous, and respectful in all interactions with customers.
Empathy : Good customer service representatives can understand and empathize with customers and address their concerns and needs with compassion and understanding.
Knowledge : Good customer service representatives are knowledgeable about their products or services and can provide accurate and useful information to customers.
Effectiveness : Good customer service should resolve the customer's issue as quickly and smoothly as possible and follow up to ensure the customer is satisfied with the outcome.
Continuous improvement : Good customer service is always looking for ways to improve its service and processes to meet customer needs and provide better service.
Consistency : Good customer service is consistent in its approach, messaging and behavior across all customer interactions.
Flexibility : Good customer service is flexible in finding solutions to meet customer needs, with the intention of finding win-win solutions.
How do you provide excellent customer service?
Talk about your nebulous concepts. How can a list attempt to show what good customer service looks like in YOUR industry? That would be difficult; however, some universals are at play. People like what they like, regardless of where they are or what they seek help with. Here are some ideas from the market to get you started:
Go meet your customers.
The public is increasingly turning to social media to ask for help and report companies that aren't providing it. If your business isn't paying attention to Facebook and Twitter, you're probably missing out on opportunities to keep your customers happy and turn critics into fans.
Be proactive rather than reactive.
Even though the terms are often used interchangeably (even in this article!), there is a difference between customer support and customer service. The former is reactive, while the latter is proactive. Support is when a customer contacts you for help with a problem they already have. Service is when you contact them to help them BEFORE the problem arises.
This may vary from case to case. Some examples are:
FAQ pages where customers can search for answers to their questions at their leisure.
Knowledge bases often take FAQs to the next level with video tutorials for common issues, step-by-step guides, etc.
Contacting new customers , unannounced, to see how they are doing and to make sure they are progressing appropriately with the new product.
Stay in touch on their terms.
Have you ever gotten a call from customer service at dinnertime to check on the status of an issue? Yeah, us too. The easiest solution is for the customer service team to ask the customer what their preferred method of contact is. Regardless of how the initial contact was established ( Twitter , chat, or phone call), offer to move the conversation to their preferred medium.
This shows that you are aware of their ticket and value their time as much as yours.
Remember your people
We hope it goes without saying, but we will say it: take care of your customer service team. After all, the other suggestions are pointless if you have a team of disheartened or disinterested workers answering the phone and the ticket queue.
One example of great service in action will help you understand this point, but the bottom line is that to take care of your customers, you have to take care of your employees. This can be done through benefits packages, office perks, or even changing work schedules to allow for decompression and reduce stress levels.
Sharpen your customer service skills
The importance of improving your customer service skills cannot be stressed enough. Exceptional customer service has become a key differentiator for businesses, influencing customer satisfaction, loyalty, and overall success. Improving your customer service skills is crucial to your professional growth and your organization’s bottom line.
Aprovecha la HubSpot Academy gratuita de HubSpot, una plataforma educativa líder diseñada para empoderar a los profesionales de marketing con los conocimientos y habilidades que necesitan para tener éxito en la era digital. Con muchos cursos y certificaciones, HubSpot Academy for Customer Service ofrece valiosos recursos para mejorar la experiencia del cliente, causar impacto y avanzar en tu carrera.
Ejemplos reales de atención al cliente bien hecha
Hay muchos, muchos, MUCHOS ejemplos que se pueden encontrar. Estos son sólo una muestra de algunas de nuestras empresas favoritas que hacen bien el servicio y la atención al cliente.
Jetblue
¿Qué no hace bien Jetblue? Desde mantener uno de los mejores índices de puntualidad del sector hasta dejar constantemente en evidencia a las aerolíneas de la vieja guardia con su servicio y asistencia estelares, estos recién llegados están poniendo el listón muy alto. Para comprobarlo, basta con echar un vistazo a su perfil de Twitter. El miembro del equipo de atención al cliente que supervisa la cuenta de Jetblue está tan atento que incluso entrega un café a un pasajero con problemas de tiempo.
Warby Parker
Hay ejemplos excelentes que contar aquí, pero nos quedaremos con una de las formas en que esta startup revolucionó el sector de las gafas desde sus primeros días en escena: la entrega de muestras a domicilio. Warby Parker te entrega cinco pares de gafas gratis en la puerta de tu casa para que te las pruebes. Un servicio de atención al cliente proactivo.