We’ve said it before – but we’ll say it again as it’s quite a valuable point if you’re a business owner. The quality of your customer service – and your ability to delight your clients – can make or break your business results, along with your bottom line. So we’re going to share five ways for you to delight your customers, simply by tweaking your current approach to customer service.
Ensure every member of staff knows your products, services and systems inside out
This might seem like an obvious point, but you’d be surprised by how many teams are not fully trained in every aspect of how their business works. If someone answers the phone to you, and has to put you on hold while they investigate the answer to a basic question, it doesn’t give off the best impression. But if every call is handled efficiently, following a standardised workflow, with every query answered comprehensively… that’s one satisfied caller.
Be friendly, polite and responsive no matter what the situation
Again, a seemingly obvious point, but certainly not one that should be ignored. If your team is busy, or harassed, or juggling important client deadlines, they may not always come across as open and willing on the phone. There’s no doubt that the person at the other end of the line will pick up on the stress of the situation. Our unflappable team of virtual receptionists will always give the very best impression when they pick up the phone.
Stay on top of any queries and complaints
One of the most thankless jobs in the world is being the person who has to deal with customer complaints. But dealing with them in a positive and conscientious way can turn that experience around for everyone. The biggest tip we can give you when dealing with any type of negativity is try to deal with it head on. Be open and honest with your customers, showing them that they are being heard.
Invest in outsourcing the steps your current team don’t excel at
It’s unlikely that you hired your current team because of their stand-out abilities to communicate over the phone. They are there to fulfil a specific role and, even if they might have picked up some of the customer service slack, call taking is most probably not their primary role. Consider outsourcing some of the customer-service tasks that your team is currently juggling, to ensure that every interaction with your business is beyond reproach.
Open the door to feedback… but then do something about it
It’s important to open up a clear flow of communication between you and your clients, at different stages of your relationship. As an example, you could arrange client feedback sessions at every project milestone. But then you must make sure to evaluate this feedback and action it wherever possible. Show your customers that you’ve listened to what they have said and acted on it… everyone loves to feel like their opinion matters.
So how could you indulge your customers by refreshing your customer service?
By partnering with Verbatim, you are taking the first step in delighting your customers and clients. Why not give us a call on 01635 576070 or contact us via our website today to see how we can help.