Delivering great customer service is one of the most imperative aspects of the business. You need to remember, great customer service leads to creating loyal customers for life, and those, in return, create higher sales from word of mouth, among other things.
While this may be taken care of, in the traditional market, there’s much more to it, in the digital era. Wherein, customers can reach out to you on various platforms and it’s necessary to acknowledge and resolve all of their issues.
So what exactly do we mean by great customer service & how do you do it?
Great customer service entails not just adhering to industry best practices such as respecting customers’ time, maintaining a friendly demeanor, and offering professional and resourceful services, but also going above and beyond to reach — rather than only meet — standards.
Here are some tips that will help you provide excellent customer service to your customers, online:
#1 Know all about your products and services
This helps when the customers ask questions and, you wouldn’t want to be left looking like you are not an expert. Expansive knowledge of your product is an essential customer service skill. Ideally, you should believe in it, and push for it, in an insightful way. As a customer service agent, you need not only touch base with customers but also show them the real value of your product and services. Online, you can do so by having an FAQs page on your website. Additionally, you can have a chatbot, an online chat service linked for visitors to ask their doubts and get to know more. Make sure you have given them enough contact information to reach out as and when needed.
#2 Have a positive attitude
When it comes to delivering outstanding customer service, attitude is all, and having a good attitude goes a long way. You need to be able to keep your calm, that too with a positive attitude. Well, this is self-explanatory in the traditional sense, in the online world, however, it becomes much more difficult as it’s simple to misinterpret written communication’s sound, and email or live chat may seem cold.
If an email or chat conversation is getting out of hand, don’t be afraid to use emojis to express warmth and good humor, or pick up the phone and call the customer.
#3 Quick response & Turn around time
Once you’ve acknowledged the customer’s issue or query, the customer needs assurance that you’re working on it. Quick responses and a fast turnaround time with resolutions of their issues are most likely to make the customers feel satisfied and return to purchase whatever it is that you’re selling.
Other than these key areas, you’d want to be an active listener for your customers, keep your word about getting back to them or resolving, help customers help themselves by providing all the information they need on the website, personalizing your service and response as per the particular customer’s requirements, and solve problems, creatively.