The customer service experience is a defining moment for any company. It can make or break a company’s reputation and, ultimately, its bottom line. The customer service industry has changed drastically over the last few decades, and with this change comes new expectations and challenges. For many companies, it’s not enough to provide the “basic” customer service anymore. Your customer service agents need to be trained and coached in offering a superior experience.
At ASPEN, we’re committed to delivering an excellent customer service experience in all that we do. As such, we would like to share our insights with you to help you maximize your business and provide your clients with stellar customer service.
Define Your Core Values
Customer service is an important part of your business. For years, companies have tried to get more people to buy their products or services, but not every business succeeds in doing so. It’s no surprise that there isn’t a company out there that doesn’t have customers willing to post negative reviews about them online.
To keep your brand positive and your reviews equally positive, you need to demonstrate something fundamental about what makes you different from other companies. What are the things you stand for? What values do you live by? Are those values reflected in everything you do?
What’s really important is that everyone knows what makes you great and why you’re so special. To ensure this, take time to define your core values, which should include how you want your customers to feel when they interact with you. Furthermore, engrain this line of thinking in your customer service agents, so everyone knows it’s important to your company. This will ultimately reflect in the service you provide and instill it in your customers, as well.
Train Your Employees to Deliver Outstanding Service
One of the biggest challenges facing professionals is training their customer service agents to deliver outstanding customer service.
When someone is new to a company or brand, they often have no idea how to properly interact with customers and colleagues. This can lead to developing bad habits that cost companies lost revenue every year.
So, what are some ways you can train your employees to develop excellent customer service? Here are some useful tips that can help:
Train Your Agents How to Use Digital Tools
It’s important for your customer service agents to understand how digital tools work so they can use them effectively. You want them to find creative uses for these tools so that your company doesn’t lose business due to poor communication between employees and customers.
There are many digital tools available in the market today, including:
- Facebook Messenger
Each has its own unique set of benefits and drawbacks, but there are also times when a tool becomes more helpful than others. For example, it may be easier for a team member to communicate with customers through Facebook Messenger than through email.
Create a Customer Service Strategy for Your Company
According to studies, a significant percentage of consumers would prefer to purchase goods and services from companies that use customer service as a part of their brand strategy.
What does this mean for your company? If you’re not already doing this, it means you need to make sure you have a solid plan in place to help your customers have a positive experience with your company.
A good rule of thumb is to use the same method when answering all inquiries from customers, including minor issues and problems they may have encountered in the past. If you want to maximize the customer experience, you must always be on point with the answers they need.
It’s also important that your customer service agents know how to deal with these types of questions and problems before they even happen. As soon as someone needs your help or an issue pops up, make sure everyone knows about it so that everyone can respond appropriately without losing focus on what matters most: solving the problem at hand and delivering an excellent customer service experience.
Invest in Customer Loyalty Programs
Customer loyalty programs are always a popular strategy for companies to use to increase brand recognition. They motivate customers to return and engage with your brand. This is especially true in the case of mobile apps, where customers can easily connect with your business through their most-used features.
Make It Easy for Customers to Reach You
Going online is a great way to interact with your customers. It’s fast, easy, and fun. Making it easy for customers to reach you can be a challenge, though. That’s why the most successful companies hire call centers with fully trained customer service agents to field their calls for them.
Provide Excellent Customer Service
Do you provide online customer service? If so, you’re well aware of the challenges that come with it. Managing the expectations of your customers can be difficult. There are a lot of factors that go into these expectations, such as what people want, what they expect from your company, and how much time they’re willing to spend with you.
It’s difficult to meet each one of those expectations perfectly. Instead of just meeting them halfway, your goal should be to exceed them all by providing exceptional customer service. You can be sure to attain this goal by outsourcing customer service agents from ASPEN.
Call ASPEN to Provide Customer Service Excellence
At ASPEN Media, our highly skilled customer service agents will help you meet your customers’ needs. We are your trusted source for outbound, inbound, and back-office services. We are committed to building long-term relationships and developing beneficial cross-referrals. So get in touch with us today at 303-786-9500 to discuss how our customer service agents can benefit your brand. You may also fill out our contact form to get started.
The information in this blog post is for reference only and not legal advice. As such, you should not decide whether to contact a lawyer based on the information in this blog post. Moreover, there is no lawyer-client relationship resulting from this blog post, nor should any such relationship be implied. If you need legal counsel, please consult a lawyer licensed to practice in your jurisdiction.