All of your SEO and various marketing strategies can all be for nothing if you and your company can’t back it up. Your success is all about the experience that people have when they encounter your company and your products or services. If you want more conversions, you need your customer services reps to be at the top of their game. And, when you really get down to it, every employee from the top down should be the greatest customer service rep of all time.
- The best in customer service always delivers far more than the customer could possibly expect. You must take the time to train your people. There must be a system in place that remains the same across all areas of your company. It is not just about making those conversions. It is about establishing trust and building loyalty. That’s exactly what great customer service does every time you engage a potential customer or client.
- To go over and above expectation, your people must come to understand exactly who your customers are, what they want from you and what their expectations are regarding all of that. Never promise anything you are not capable of delivering because broken promises will destroy your credibility faster than just about anything else.
- You must make the system easy for your customers to get what they are looking for. They want answers not some robotic computer voice telling them to press a number if they want something. They want a fellow human talking to them like a friend and solving their challenges in as short a time as possible. When a customer calls, a person answers and works with them until the challenge is resolved. There is no other way.
- There must be motivation and a consistency across the entire customer service line. You message and your methods must be the same with every contact. Also, no one likes to get a customer service rep with a bad attitude. If you have any bad attitudes on your customer service teams, get rid of them. They are in the wrong line of work. Finally, you must train your people to listen more and talk less. Listening to the customer will reveal what they really want and will provided valuable insight to the overall workings of your company.
-Written by Kevin Sawyer