Most companies are still stuck on the idea that good customer service is about "quick fixes," or at the very least, a nicely scripted phone tree. But that's only part of the equation. That approach may reduce support costs in the short term, but it's not sustainable and it's not a solution. In fact, I'd call it a part of the problem, as it keeps businesses from focusing on the real problems of support. We can do better. We need a whole new strategy to support our customers. One where we eliminate the root causes of support.
When a customer is looking for a solution to a problem with your product or service, they expect to find help on the website. When they use Facebook Messenger to ask a question, they expect a prompt and helpful reply from you, their brand. When they call in, they expect to speak to someone who can help them. All of these expectations come from years of interacting with brands, and your customers expect no less from you!
What is Good Customer Service?
Good customer service is a lot more than simply providing excellent after-sales support. It means creating an environment where you meet your customers’ needs and make them feel appreciated. Where you proactively seek out new ways to help them, make their lives easier, and provide them with a great experience. From the moment they browse your website, to the moment they receive their package, you want them to have the best experience possible. If you have a great attitude, are easy to reach and are ready to help, you're halfway to delivering that experience.
Good Customer Service Advises
✅ Don’t make customers pay for support
The idea of having to pay for customer service is a bit ridiculous, isn't it? Good customer service should be a given. Whether you or someone you know has ever had to contact a customer service representative due to a malfunctioning product or a billing issue, then you know how frustrating it can be. This is just one example of how businesses are struggling to maintain a positive image when it comes to customer service.
“Ryan thinks that good customer support should be free for companies to provide, but many companies charge for it. Ryan argues that companies should make their customer support free to save money and because it is the ethical thing to do. His opponent believes that companies should charge for their customer support because they are running a business, that they should make money, and that their first obligation should be to the shareholders. Ryan thinks the business’s obligation to its shareholders should take a backseat. The reason that good customer support should be free is because it is ethically right to do so, because it increases revenue to the company and its products, and because it increases the brand’s reputation and its market share. - Ryan SaaS Startup Founder”
✅ Stay devoted to your customers
It’s easy to be polite when you’re on your best behavior, but it’s what you do when you’re in a foul mood or experiencing a bad day that’s important. Great company is the one that you can be yourself when you spend time with them. It’s the people who care about you and will continue to do so even when you’re acting like a jerk that you want to keep around. It’s easy to find a company that will provide for your comfort and care about you when you’re at your best, but it’s important to keep the ones around that will care about you regardless if you’re happy or not. The same with customers, it's easy to be polite and nice when everything is fine? What about trying to say as polite and as devoted when a customer is having a bad day. Shipment issues, product malfunctions, bugs, bad mood - it could be anything. Stay devoted to the good customer service principles - stay devoted to the principles of servicing customers with utmost care! Stay polite no matter what happens!
✅ Make customers feel at home
In the era of social media and online reviews, it's easier than ever to see how individuals treat one another when they're not in the presence of authority. Selfless acts are the foundation for exceptional service and good customer service, and the secret to making customers feel important. A friendly smile and a willingness to go above and beyond for a customer will go a long way, but the secret to making customers feel like a celebrity is a bit more time consuming and complicated. A simple way to make customers feel at home is by getting to know them – the best companies strive to learn more about their customers than they expect to learn about themselves.
✅ Personalize to customer's individual need
When it comes to good customer service, it doesn't matter whether you're an individual or a corporation - whether you're working with thousands of customers or hundreds - good customer service creates a loyal base of clients who will spend more money and refer your business to friends and family. So how do you deliver good service? The trick is to acknowledge your customer's individual needs. Not only to give them what they want, but to surprise them with something they didn't even know they wanted!
✅ Be willing to resolve customers issues
There are many different elements that go into making a good customer service, making an outstanding customer service. However, it all falls into one category: the desire to resolve the problem. Whether it's dealing with a difficult customer and their issues or working hard to make sure that a customer is satisfied with the product, customer service is about resolving issues. It doesn't matter how great you are at customer service if you are not taking the steps to give them what they want, which is to resolve their issues.
✅ Product quality
Good customer service is great, but you have to be able to back it up with a product that customers want enough to come back to you. There are plenty of examples of this in the world of tech. Apple has made a fortune on customer service and goodwill alone, since their products come with a price tag that makes it hard for average consumers to justify paying for them. However, for a company like Apple, the price tag is worth it.
If you want to provide customer service that converts into repeat customers, you're going to need to make sure your product is of a higher standard than your competitors. It doesn't matter how attentive you are to your customers if their main complaint is that your product isn't as good as the competitors.
LabiDesk For Good Customer Service
Good Customer Service Summary
Providing good customer service is no longer enough to keep your company afloat. It is important to have superior customer service so that your customers have a positive experience with your company. Here are some ways to make sure that your customer service is the best it can be. Make an effort to know your customer. Make sure that the customer feels valued. Answer all phone calls and emails quickly. Accommodate your customer's wishes to the best of your ability. It is important to have a positive experience with your customers when they are dealing with your business. This will make them want to come back and will make others want to work with your company.
Now that you know all the aspects of good customer service, you need to start implementing them! If you start from the beginning and work your way up, you'll be able to create a good system for how you deal with customers and how to help them. Even if you're already dealing with customers, you can always apply these techniques to your current strategy to make your business grow even more! By creating a great customer service experience, you'll be able to bring in more money, create a great name for yourself, and also make your customers more satisfied with your business. If you need help setting up help desk to organize good customer service in your company, feel free to contact us at LabiDesk - #1 Customer Support & Service Software.