3 Effective Ways To Improving Your Customer Service Unit!

Posted by on Aug 25, 2016 in Customer Service Unit

Customer care is a very important aspect of every business. It is a must that you make sure that this unit works well in your business enterprise. With good service, not only will your business enjoy increased sales and repeat sales, but it will come up with a number of additional benefits. The business will grow as a brand; satisfied customers will promote the business with their word-of-mouth and also with increased sales, employees and shareholders will be happy.

But, many times, your business would go through losses and failures and despite trying hard to come up with new business strategies, you will discover that the business is not reaching the due target that it has planned. The reason behind this might be an unworthy customer service. Hence, it is a must that you improve your unit in every possible way.

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  1. Train Your Executives:

The CRM software systems may not be enough for tackling different kinds of customer issues. For that, you must have your executives, who will attend to the queries, problems and troubles of your customers in person. There can be different kinds of customers – irate, chatty, inquisitive or even angry. Your executives must be trained to handle them well. The qualities that they must have are –

  • Patience
  • Clear communication
  • Empathy
  • Knowledgeable
  • Adaptability

Along with these qualities, the executive must have a clear understanding of one basic concept – the customers are always right! Whether they blame you, whether they do not accept their faults, your executives can never be tough with them. You cannot afford to lose any of your customers under any circumstance.

  1. 24×7 Availability:

A customer service centre that is available round the clock is always a trusted one. It will take your business one step ahead. When the customers don’t find your rivals available, your chance of increasing business is very high. Make sure that the service is available in every possible way – over the phone, via email, through chat window as well as through social media platforms.

  1. Get Feedbacks:

It is very important that you understand that customer care is a great way to identify the problems that your business has and the troubles that your customers face. Hence, whether your customers are happy after purchase, if your service is good, which of your employees have worked better and who hasn’t, must be known to you. This is possible only if your customers give you feedbacks. Give them theopportunity to get in touch with you and express their positive as well as negative experiences, so that you can improve yourself.

If these three basics are taken care of, it is very likely that your business will grow gradually, and it will create a great relationship with your customers. For assured repeat business, great customer care is a must. If you can afford, come up with strategies and rewards so that your existing customers are benefited, stay happy and come back to you time and again. Remember, if the customers don’t come to you, you have to go to them.

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Top 5 Advantages Of Having A Good Customer Service Unit For Your Business!

Posted by on Aug 19, 2016 in Customer Service Unit For Your Business!

When you run a business, there are broadly two main factors that you need to take into consideration. First is to draw more traffic of potential customers towards your business entity and second is to make sure that those customers be loyal and keep coming back. The first requires a number of strategies like advertisements, marketing, online SEO, social media presence, branding, etc. But, the second needs one basic thing, and that is to have a great customer service.

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Businesses often underestimate and ignore the importance of a quality customer care. But in reality, this is one of the most important sectors of every business. When taken care of properly, this can be highly beneficial for the business infrastructure. If you do not have a clear idea of how this can be beneficial for your business, here are a few of the many benefits that you must know.

  1. Repeat Business:

Repeat customer and repeat business are an accident. One has to make sure that the customers are satisfied with your service. And this is possible only by creating a personal relationship with your customers. You can send a ‘thank-you’ note or mail to your customers or offer special facilities when they come to you with a problem. If the customers are appreciated and if they are happy with what you are offering and compensating in thecase of a problem, they will come back to you.

  1. Word-Of-Mouth Marketing:

Your customers can be your biggest advertisers if you know how to do it. Offering great customer services will make them happy and satisfied, and once they are happy, it is very likely that they will share their experience with others. Thus, the trust factor, reputation, and branding of your business will also increase.

  1. Reduced Business Failures:

There is no business in the world that doesn’t have failure or problems in their businesses. But, with good customer services, you will be able to identify those issues and solve them. Thus, they will not recur or at least you will know the areas in which you need to be careful about.

  1. Happy Employees:

With happy customers, the employees also get to work in a happy environment. The employees are motivated, and they become more efficient to work better. With increase business, the employees get better bonus and incentives and also there is no need to reduce the number of employees working with you.

  1. Satisfied Shareholders:

If your customers are happy, your sales will increase and as your sales increase, your shareholders will also be happy and satisfied. There will be more shareholders and therefore, more investment and revenue available for your business expansion.

Now that you have understood the importance of a good customer service unit for your business, it is a must that you take out time in improving it. Train your customer care executives properly and make sure that they have the skill to solve every single problem of your customers, as well as come up with ideas that would make the business even better.

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Why Are Companies Failing At Customer Care?

Posted by on Aug 9, 2016 in Customer Care

Running a company is a tough job. Companies want to guarantee their customers happiness and want them to come back again and again. The only way to do this is by offering an excellent customer service. Every year a company’s one of the vital resolutions include delivering quality customer services. Unfortunately, they fail to do so as delivering great customer service doesn’t happen by chance. It is a dream of every organization to deliver excellent service to its customers.

Here are 5 reasons why companies fail to deliver good customer service.

Wrong Hiring For The Job

 

Young employee working with a headset and accompanied by her team

While hiring employees, certain things need to be kept in mind. There must be an equilibrium in the employee’s skill set. Testing how much the employee would engage himself in the company’s values, mission and culture are necessary. Hiring the correct employee is not just having competence or skill. But it should be about having some right attitude, personality, and talent in handling customer service job.

Shortcomings In Training Of The Employee

Every employee needs to be trained to cover every aspect of delivering a quality customer service. Something that gets missed out during the training process is making the employees aware of the missions and values. Companies also fail to convey to them about the company’s definition and the importance of customer service. Sometimes it is like the company doesn’t even take initiatives to train each and every employee. They don’t spend money, time and effort to train them in developing soft skills of customer service. Everyone needs to know what their roles are. As these employees act as representatives of the company are required to be trained.

Companies Focusing On Profits Rather Than Customer service

Sometimes companies don’t take their customers seriously. They think delivering good customer service needs no attention and efforts. It would happen on its own. They mainly focus on producing quality products; it’s pricing and the profit that follows it. They think that their products are good enough to attract customers. This is where they make a huge mistake. Putting the money over the customer can help the company to get the sale. But by putting the customers over the money can not only help to get long term sale but will also help in building a long-term and loyal customer relationship.

Having A False Notion About The Customer Service They Are Providing

Sometimes a company has a wrong notion about the quality of customer service they are providing. They think that the service they are providing is of much higher level than what the customers think. They are over confident about delivering the customer service. They should have surveys and feedbacks from the customers about the service provided and their expectations.

Not Defining The Company’s Service Vision Or Initiative

All companies are different, they deal with different things, but it is important for every company to have a clear definition of what customer service means to the company. So that the employees can follow it word for word. This is where the companies fail. They provide long paragraphs or even pages defining the vision of their company. But it should not be like that; it should be just a simple line so that the employees can memorize it by their heart.

As we are aware of the old saying”Failures are the pillars of success”, so it is never late. Therefore, companies should try to find out the loopholes in delivering a good customer service and try to mend the faults.

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