- Everything starts with having a team that has the right attitude towards helping customers. Introduce the value of finding joy in serving customers to your team. Help them realize the impact they can make in keeping the customers with the organization through sensitivity and a little extra effort.
- Customer service representatives frequently have to deal with unsatisfied customers. To prepare for these circumstances, managers should organize regular training and morale boosting sessions for their team members to keep them motivated and unaffected by difficult situations.
- Give your customer service representatives enough discretion to deal with certain decisions. Representatives become annoyed at their inability to help customers when they are required to consult their superiors even on petty issues. The ability to make decisions helps them feel important and responsible for their customers’ satisfaction. Allow them to do whatever needs to be done to turn an unhappy customer into a satisfied customer.
- A few short moments are all a representative has to impress his or her customers. Teach your team how to make this short experience memorable for customers by exceeding their expectations so that they are satisfied with your service and your organization at the end of the conversation.
- Conduct one-on-one customer surveys to understand what your customers like, and work to continuously add value to your service and enhance their experience with your organization. Find out how competitors are dealing with their customers and align your customer service strategies to match or exceed theirs. It’s important to be better than your competition at all times to make sure your customers stay with you.
- Even as you observe and emulate the strategies of your competitors, you will have to try and do things differently than they do as well in order to stay ahead.
- Accept nothing but the best from your team. Raise your quality benchmarks regularly to make your team constantly think of innovative ways to deliver more effective service. This also helps eliminate boredom from the workplace and brings in fresh, new ideas to your department.
- Your customers should be your focal point when you strategize or introduce new promotional activities. Always think whether your customers would like what you are doing before going ahead. Brainstorm on ideas with your team, keeping the customer in mind. As a manager, it is your responsibility to guide their thought process in the right direction, and think how your customers would think.
Mistakes in customer service can prove costly for an organization, not to mention customer service managers. Constantly improving your internal processes and keeping your team motivated are necessary in your efforts to deliver better customer service than your competitors.
