We’ve all heard the horror stories and the viral recordings of how horribly wrong some customer service interactions can go. And according to RightNow’s latest annual Customer Experience Impact report, 89 percent of consumers have stopped doing business with a company after experiencing poor customer service. These days, you’d be amiss to question the value of investing in great customer service and creating a customer-centric culture in your team.
But what does it take to have a stellar customer care team? Here are a few of our top tips for having top-of-the-line customer service.
Your customers should be your top priority. >>Click to Tweet!<<
Here at ShareFile, one of our core values is being customer centric, so whether our customers call for a billing issue or technical problem, our top priority is putting ourselves in their shoes and making them happy from the second they dial in. Our team strives for friendliness, promptness of service and an overall understanding of needs, because we know that each customer’s happiness is vital to our company.
You need to be data driven. >>Click to Tweet!<<
How do you know if customers are really satisfied or if you are improving in weak areas? You need to track metrics, such as hold time, issue resolve time and if issues are resolved at all, to make sure you’re constantly improving in those technical areas. But to make sure your customers are happy, use quick survey tools, such as a tNPS (Transactional Net Promoter Score) survey, which is sent to customers immediately following a call via email. The survey is simple for the customer, but lets you know how happy they were with their service and what you could be doing better. You need metrics and feedback to keep your customer service running at its best.
You must have the right team members in place. >>Click to Tweet!<<
There’s a lot more to your customer service team than data, however. Your customer service representatives are the face of your company and the first contact that many people will have beyond a sales representative. Your team has to consist of caring, empathetic and respectful individuals, who will constantly strive for excellence — among other things (see: Tip #1). So make sure you have the right customer service team in place and the rest of the pieces — mainly resolving issues quickly, thoroughly and respectfully — will fall into place.
For more tips on making every customer care interaction a positive one, check out this blog written for the International Customer Management Institute.