High-quality service is the fundamental element to increasing the bottom line. If your customers are not satisfied with your service, it will be difficult for you to retain them. They can also spread negative words about you deterring new customers.
Your business will be ruined if you do not take it seriously. Many companies are struggling to improve the quality of their service. Poor customer service is not just the concern of a few companies. Even bigwigs are concerned about it.
Customers leave n stone unturned to slag off companies. Therefore, you cannot take their disappointment lightly. You cannot pull off unless you know where you are slipping up.
Tips for improving the quality of your service
It does not need to be rocket science to improve customer service quality. Take a look at them:
Get customer feedback
It is no wonder that after a product’s sale, you just mark it closed and do not bother to contact your customer to ask for feedback.
In fact, this sort of unprofessionalism is seen in big companies as well. If a company tries to get feedback, they ask to rate the service of customer executives on a scale of one to five, but that is not enough.
Approaching your customers is essential to know why they have given three stars or only one star. You cannot carry on the guesswork. You must know what your customer liked about the service and what they did not.
It is crucial to get feedback about your product as well, not just about the service given by your customer care executive. Your customers will revisit you if they also like your product. You should try to get feedback about their overall experience with your company, not just customer service.
Train your employees
As your employees spend the whole day with your customers, it is vital to train them so they can expertly solve their queries. Onboard training is a must, especially for those working in the sales or customer care department.
They must know how to present themselves to them and how to persuade them to invest in your product. Training programmes will prepare your employees for your workplace environment. This will also motivate them to take the initiative to perform better. In fact, you can set training sessions as a part of hiring.
After training, you can hire candidates who performed well, letting others go. However, it is crucial to note that your employees will need software and advanced tools to track what your customers want.
You should not fight shy of investing in software as this will help your employees provide a better customer experience. If a shortfall of cash is the problem, you can take out unsecured business loans.
Your employees will need software and other tools to identify the behaviour of your users. They can come up with the right strategy to persuade them to buy your product.
Ensure the fast communication
Most of the time, your customers leave you over your competitors because they do not get a prompt reply. A customer will never wait for you to have replied. They have multiple options. They will turn to your competitors if you do not turn to them. Therefore, it is essential to train your employees to get back to the query of customers as immediately as possible.
It depends on the policy of the company that the timeframe they follow to reply to the queries of their customers. While some companies reply within four hours, others strictly follow the timeframe of 24 hours.
As competition is fierce, how long you make your customers wait will also decide whether they will come to buy your product or service next time or not. Therefore, it is suggested to reply to their query within less than 30 minutes.
LiveChat support is the best tool to invest in. Nowadays, some companies use a robot to answer basic queries round the clock. Investing in it may be not easy, especially if you are a start-up. Well, do not worry, as benefit loans today from a direct lender can fill the gap.
Give feedback to your employees
Companies often give feedback when employees do something wrong. However, giving feedback is not just about highlighting the flaws of your employees. It also means talking about their accomplishments. You should try to tell them how their performance contributes to sales and profits.
It is essential to know what is not working, but at the same time, they also know what is working, so they make changes in only those areas where they are not getting results. Let your employees know how it will contribute to their own growth if they go out of their way. If they know they will benefit from achieving the target, they will likely feel more encouraged to do so.
Let your employees know about the scope of growth.
If you want your employees to provide a better customer experience, you will have to tell them about the scope for improvement. When they see that their efforts will pay off, they will work harder to brainstorm new ways to provide the best service to your customers.
Try to provide higher positions to those employees who have done an excellent job. For instance, you can offer them a leadership position. Encouraging newer employees to aspire for bigger positions and roles will undoubtedly motivate them to provide top-notch service to your customers.
The bottom line
You cannot increase the bottom line if your customers are not happy with your services. Provide onboarding training to your employees so they can understand your work culture and what they are expected.
Do not hesitate to invest in advanced tools that will let them know about the buying behaviour of customers. Give feedback to your employees and set bigger positions so they perform better to get promotions. Prepare them in a way that they quickly solve their problems.