Do you want your customers to think of your business as a breath of fresh air? The trick to providing “original” customer service is upgrading 'older' ideas and actually carrying through on them.
1. Resolve Customer Problems at Their First Point of Contact
In theory, a chain of command makes sense, but being passed along to various representatives is frustrating to say the least. Authorize your customer service reps to solve problems. Live chat, virtual characters, and virtual call-back support is excellent — there can still be collaboration behind-the-scenes without the customer knowing.
2. Establish Customer Relationship Management (CRM) Solutions
Customer interactions occur across various departments, but all staff members need access to this information. Otherwise, the customer will have to reiterate particulars every time they speak with someone new. Multichannel solutions collect, organize, analyze and disseminate customer information so that reps and management can provide informed service.
3. Create a Customer Service Roadmap
The business and IT sides of a company must come together in order to meet customer needs. Business owners and managers need to ask certain questions in order to create a customer service roadmap, which will help the IT infrastructure to be in line with the business vision. Questions include:
– What is the experience you want your customers to have, now and in the future?
– Are there any new customer service technologies to add to the organization?
– Which resources will help improve workforce efficiency?
– Can your IT network support new technologies that will be added down the road, like call centers, online services and extra security?
4. Make Good On Your Promises
Walk into any post office during the holidays and you’ll notice a theme – people panic about when their package will arrive at its destination, mainly because they don’t trust that two-day shipping really means two days. Businesses should only make promises they can actually deliver on. Customers are more concerned that you do what you say rather than that you promise the moon. If a package is going to take two weeks to reach them, don’t promise that it’ll be there in one week; if you won’t be able to return their call until Monday, don’t say that they’ll hear back from you by the end of the day. It’s important that you do what you say, not that you say what they want to hear.