Customer service is a very big deal. It’s how you approach any and all situations involving the people who bring in your money, and a bad customer service experience could do a lot of bad for a small business like yours. So, when it comes to bettering your customer service, you should look to streamline your process. Thankfully, there’s many ways to do this, and we’ve collected a few below for you to look into.
Polish Off Your Adaptable Skills
Customers can have all kinds of things to say, and they can be in all kinds of moods when it comes to needing customer service help. What do you do in the face of this? You polish off your adaptable skills, so you can be helpful (and stay calm!) in all kinds of situations that may crop up on a regular business day.
Make sure you’ve got empathy skills to put to good use, and always be able to expect the unexpected. Don’t let yourself get too comfortable with what people complain about, or what kind of mood they may be in.
Give Your Employees a Platform
Following on from the point above, don’t forget about your fellow worker! Your employees are very much on the frontlines when it comes to serving the public, and that means they can get into all sorts of hot water when a customer is feeling disgruntled. How do you help them to both address issues, and keep tensions to a minimum? You give them a platform to work off of.
It’s important to always ensure that your employees have the right technology in front of them. It’s hard to address customer complaints without a computer, let alone the right data to cross reference, or a database to input the complaint into! They need tools on their side, to get through the issue quickly, and write up a satisfactory report afterwards.
So, rather than leave your employees with just a telephone to man, make sure they have something like 311 software to put to good use whenever a customer calls up with a complaint or a query.
And Always Know What You’re Talking About
And finally, make sure you know your own business practices and policies inside and out. Don’t let a customer confuse you over what they want from you – make sure you know how to answer all of their queries, and that you know when and how to offer refunds or exchanges.
And make sure the same rule applies to your employees; don’t let a new hire be thrown in at the deep end without any prior knowledge of how your business works. Run through policies with them, and make sure there’s rules posted for all to see.
Customer service is a big part of business, and it should never be ignored! Make sure you keep some of the above practices, and tips and tricks, in mind if you need to better or streamline your current customer service protocols.