Customers are the main reason why a business exists. Although this is an indisputable fact, there are still organizations that sin when it comes to offering good customer service. Why does it happen?
The answers may lie in the way managers see their customers. If the consumer is seen as someone who needs to generate revenue, as another number, the service will probably not promote the fascination necessary for his stay in the company.
Currently, organizations that manage to retain customers are those that go beyond the basics and offer a unique experience for each consumer.
Why should I take care of customer service training?
When you started your business, you must have established the mission and values that guide your performance. From that moment on, you made a non-transferable commitment to your customers. But what if an employee acts in a way that goes against what you have defined? How will your company’s image look to the consumer?
This is an issue that may seem obvious, but that many managers miss out on: your company has to offer exactly what it set out to do. Honesty and transparency are two characteristics that people highly value in their suppliers.
So be sure to train employees, especially those on the frontline of service, on how to behave when talking to old or new customers. These professionals mustn’t allow moments of stress to interfere with the way they talk to these people.
Thus, your Business is not at risk of being one thing in theory, and quite another in practice.
What difference does efficient service make?
Generally, company managers believe that the relationship with the customer should start only after the sale. However, depending on how that consumer was treated until the deal was closed, it may be too late.
On the other hand, if the customer feels treated well from the beginning of the service, the chances of him recommending or returning to negotiate with your company are infinitely greater. Therefore, it is possible to conclude that efficient service is synonymous with customer loyalty.
The best way for you to start making your customers real fans of the company is through empathy.
Put yourself in the customers’ shoes and check if the way your employees serve them is the best way to solve their problems. After all, consumers are looking for quick and effective solutions, and if your business fails in any way it is a sign that customers are not receiving the best service in the market.
What are the main advantages?
In addition to making you delight the customer more easily – which, in itself, is a great benefit – effective service will help your company to acquire a competitive advantage that is difficult to overcome.
Nowadays, consumers want more than a quality product or service, they want to have memorable experiences. That is, during the entire purchase process, customers want to be heard and understood by the company, regardless of whether they make the purchase or not.
A good tip for you to create this link with consumers is through an institutional blog. In that empathy exercise, we proposed earlier, identify the subjects your customers are interested in and write an article on the topic. For example: if you sell books, an interesting idea would be to produce a text with tips on how to preserve books for longer.
Another advantage that you need to take into account is the increase in your team ‘s productivity.
This happens, mainly, when companies use specific software for customer service management. With this automation, employees will be able to focus on other activities that help to strengthen ties with the customer, such as follow-up during the purchase and post-sale stages.
What happens if the service is poor?
Currently, consumers are keeping an eye on the company’s reputation on the internet, checking out complaints and comments on social media sites to decide whether or not the company is suitable.
When you offer a service that is less than promised, you can be sure that this person will find a way to make your dissatisfaction heard: either through the internet or commenting on what happened to acquaintances. In one way or another, you lose credibility.
For this reason, you must pay attention to the negative comments that your business receives on the internet and be agile in service. Even if it is not possible to resolve the issue at that very moment, this attitude will show that your company is willing to help, which will result in a customer more likely to close a deal in the future.
How to improve customer service?
To optimize customer service training, investment and good planning are required, which must include actions that not only improve communication with the public but also make contact more humane and agile. To help you with this goal, we have separated some tips that, if employed, can improve the relationship with customers.