- Văn bản
- Lịch sử
6 Keys to Improving Your Team’s Cus
6 Keys to Improving Your Team’s Customer Service Skills
How to make sure your customer service team is skilled, empathetic, and engaged
big customer service teamWhat is the most important thing you can do to improve relationships with your customers? The answer is as obvious as it is overlooked: improve customer service. No matter how great your product is or how talented your staff is, one of the things that customers are most likely to remember is the direct interaction they have with your company.
Bottom line, your customer service team is often the face of your company, and customers’ experiences will be defined by the skill and quality of the support they receive.
A strong company will already have great customer relationships. But a smart company will always be asking “What is good customer service?” If you are not constantly on the lookout for opportunities to improve your customer service, then your relationships will stagnate. Here are a few customer service tips for identifying ways to better serve customers.
Want to get good customer service tips? Get our free Customer Feedback eGuide to learn better ways to listen to your customers.
Check it out →
1. Strengthen your customer service skills
First, it’s important to make sure that your customer service team has the right skills for your managing customers’ needs. No amount of CRM software can compensate for shortcomings in this area. But what skills should you be looking for in a customer service rep?
Empathy, patience and consistency. Some customers will be irate. Others will be full of questions. And others will just be chatty. You must know how to handle all of them and provide the same level of service every time.
Adaptability. Every customer is different, and some may even seem to change week-to-week. You should be able to handle surprises, sense the customer’s mood and adapt accordingly. This also includes a willingness to learn– providing good customer service is a continuous learning process.
Clear communication. Ensure you convey to customers exactly what you mean. You don’t want your customer to think he’s getting 50% off when he’s actually getting 50% more product. Use authentically positive language, stay cheerful no matter what and never end a conversation without confirming the customer is satisfied.
Work ethic. Customers appreciate a rep who will see their problem through to its resolution. At the same time, you must have good time management skills and not spend too much time handling one customer while others are waiting. Stay focused on your goals to achieve the right balance.
Knowledge. Ultimately your customers rely on you for their knowledge of your product. Stay informed enough to respond to most inquiries and know where to turn if the questions become too detailed or technical for you to answer. But don’t be afraid to say “I don’t know” either. Customers will appreciate the honesty and your efforts to find the right answer.
Thick skin. The customer’s always right… right? The ability to swallow one’s pride and accept blame or negative feedback is crucial. Whether your team works directly with customers or looking for feedback on social media, they’ve got to keep the customer’s happiness in mind.
Not sure if your reps have the right customer service skills? Survey or interview your customers to understand whether your service team is showing each of these traits. Running a customer feedback survey through your CRM program, at the point of sale, or when you send customers an invoice is a great way to see where your team’s skills do and don’t measure up.
2. Look at every touchpoint
A bad customer experience at any point in the customer lifecycle can ruin your relationship. In addition to making sure the right skills are demonstrated, you need to be sure they’re being demonstrated consistently. Pay the most attention to key touchpoints, but make sure you have a full view of the customer experience, or you risk lapses in service that can really hurt business.
3. Improve your customer interactions
If your staff has the necessary skill set, that’s a good start. But they still need to relate to your customers. Here are some tips for making sure customer service is both thorough and well received:
Ask reps to try to identify a common ground–like shared interests–with the people they help. Having this point of understanding makes conflict easier to overcome by humanizing the relationship, and it endears customers to your rep (and ultimately your company).
Practice active listening so your customers feel heard. Clarify and rephrase what the customers say to ensure you understand them. Empathize with and reflect their feelings by saying things like, “That must have upset you” or “I can see why you feel slighted.”
Admit your mistakes, even if you discover them before your customers do. This builds trust and restores confidence. It also allows you to control the situation, re-focus the customer’s attention and resolve the issue.
Follow-up after a problem is solved. Make sure the issue stays fixed and that your customers were satisfied with the service. Sending an email, or even a feedback survey is an excellent way to let the customer know you’re still on their side.
4. Enhance your customer service strategy
Your staff may have the skills and know-how to interact with your customers. But what organizational strategies can you employ to please customers? Practice proactive customer service by making your customers happy before they come to you with problems. Here’s how:
Get personal. Your customers want to feel like they have access to real people, not bots and FAQs. Offer more than just automated email responses, and do not let your telephone prompts or website send them down a rabbit hole. Take full advantage of social media (such as Facebook, Twitter and Yelp) and write responses when your customers post on your page. Post photos and bios on your website. This shows your customers that you are real people working on their behalf.
Be available. Part of the personal touch is making sure your customers can reach you. For example if your business is primarily online, meet in person occasionally with local customers and offer video calls (such as Skype) for those farther away. Work early and late when needed, especially if your customers are in different time zones. Even providing customers with your physical address helps build their trust and reminds them that your company exists off the internet as well.
Cater to your customers. Make sure you are fully meeting your customers’ needs. Consider assigning reps to specific customers so they can build a relationship. Offer VIP treatment for your best customers to let them know they are appreciated. What special services might your customers like? Set up focus groups, interview customers, or run a survey to get ideas.
Create communities. Your customers will feel even more valued if you treat them as important members of a community. You can bring various customers together in numerous ways, including webinars, interactive websites, social media, trade shows and conventions. And don’t forget that while your customers come to these forums to learn from you, you can learn as much–if not more–from them.
5. Make sure your reps are engaged
You can have the best customer service skills and the best training in the world, but if your reps are checked out, it won’t matter at all. Improving employee engagement is another way to make sure customers have a great experience. Dissatisfied employees are unlikely to come forward with their problems, so consider an anonymous suggestion box or an employee engagement survey to see what makes your employees tick.
You’ll want to know how your customer service team feels about working conditions and compensation, opportunities for career advancement, training and their peers. Our employee engagement template offers a good overview. We’ve also compiled benchmark engagement data to help you understand how your employees’ engagement compares to other companies.
Since engagement can vary from industry to industry, you may also want to look at more specific data through a service like SurveyMonkey Benchmarks.
6. Give your customers a way to provide feedback
No matter how proactive you are, you’ll never be able to get in front of every customer issue. To make sure you learn about the good, the bad, and the ugly experience your customers have, create an easily accessible way for customers to give feedback. Whether it’s a phone survey at the end of a service call or a form on the “Contact Us” page of your website, creating a means for customers to give feedback makes it easier for you to learn what needs improvement. It also helps keep unhappy customers from voicing their displeasure on highly visible places like your social media pages.
Whatever steps you choose to take, remember that your customers are the most important part of your business so improving your customer service should be a top priority. Unsure what your strengths and weaknesses are? Make an effort to get closer both to your customers and your reps. Not only will you discover touchpoints and skills that need improvement, but your customers will see that are dedicated to providing top-notch, proactive customer service.
How to make sure your customer service team is skilled, empathetic, and engaged
big customer service teamWhat is the most important thing you can do to improve relationships with your customers? The answer is as obvious as it is overlooked: improve customer service. No matter how great your product is or how talented your staff is, one of the things that customers are most likely to remember is the direct interaction they have with your company.
Bottom line, your customer service team is often the face of your company, and customers’ experiences will be defined by the skill and quality of the support they receive.
A strong company will already have great customer relationships. But a smart company will always be asking “What is good customer service?” If you are not constantly on the lookout for opportunities to improve your customer service, then your relationships will stagnate. Here are a few customer service tips for identifying ways to better serve customers.
Want to get good customer service tips? Get our free Customer Feedback eGuide to learn better ways to listen to your customers.
Check it out →
1. Strengthen your customer service skills
First, it’s important to make sure that your customer service team has the right skills for your managing customers’ needs. No amount of CRM software can compensate for shortcomings in this area. But what skills should you be looking for in a customer service rep?
Empathy, patience and consistency. Some customers will be irate. Others will be full of questions. And others will just be chatty. You must know how to handle all of them and provide the same level of service every time.
Adaptability. Every customer is different, and some may even seem to change week-to-week. You should be able to handle surprises, sense the customer’s mood and adapt accordingly. This also includes a willingness to learn– providing good customer service is a continuous learning process.
Clear communication. Ensure you convey to customers exactly what you mean. You don’t want your customer to think he’s getting 50% off when he’s actually getting 50% more product. Use authentically positive language, stay cheerful no matter what and never end a conversation without confirming the customer is satisfied.
Work ethic. Customers appreciate a rep who will see their problem through to its resolution. At the same time, you must have good time management skills and not spend too much time handling one customer while others are waiting. Stay focused on your goals to achieve the right balance.
Knowledge. Ultimately your customers rely on you for their knowledge of your product. Stay informed enough to respond to most inquiries and know where to turn if the questions become too detailed or technical for you to answer. But don’t be afraid to say “I don’t know” either. Customers will appreciate the honesty and your efforts to find the right answer.
Thick skin. The customer’s always right… right? The ability to swallow one’s pride and accept blame or negative feedback is crucial. Whether your team works directly with customers or looking for feedback on social media, they’ve got to keep the customer’s happiness in mind.
Not sure if your reps have the right customer service skills? Survey or interview your customers to understand whether your service team is showing each of these traits. Running a customer feedback survey through your CRM program, at the point of sale, or when you send customers an invoice is a great way to see where your team’s skills do and don’t measure up.
2. Look at every touchpoint
A bad customer experience at any point in the customer lifecycle can ruin your relationship. In addition to making sure the right skills are demonstrated, you need to be sure they’re being demonstrated consistently. Pay the most attention to key touchpoints, but make sure you have a full view of the customer experience, or you risk lapses in service that can really hurt business.
3. Improve your customer interactions
If your staff has the necessary skill set, that’s a good start. But they still need to relate to your customers. Here are some tips for making sure customer service is both thorough and well received:
Ask reps to try to identify a common ground–like shared interests–with the people they help. Having this point of understanding makes conflict easier to overcome by humanizing the relationship, and it endears customers to your rep (and ultimately your company).
Practice active listening so your customers feel heard. Clarify and rephrase what the customers say to ensure you understand them. Empathize with and reflect their feelings by saying things like, “That must have upset you” or “I can see why you feel slighted.”
Admit your mistakes, even if you discover them before your customers do. This builds trust and restores confidence. It also allows you to control the situation, re-focus the customer’s attention and resolve the issue.
Follow-up after a problem is solved. Make sure the issue stays fixed and that your customers were satisfied with the service. Sending an email, or even a feedback survey is an excellent way to let the customer know you’re still on their side.
4. Enhance your customer service strategy
Your staff may have the skills and know-how to interact with your customers. But what organizational strategies can you employ to please customers? Practice proactive customer service by making your customers happy before they come to you with problems. Here’s how:
Get personal. Your customers want to feel like they have access to real people, not bots and FAQs. Offer more than just automated email responses, and do not let your telephone prompts or website send them down a rabbit hole. Take full advantage of social media (such as Facebook, Twitter and Yelp) and write responses when your customers post on your page. Post photos and bios on your website. This shows your customers that you are real people working on their behalf.
Be available. Part of the personal touch is making sure your customers can reach you. For example if your business is primarily online, meet in person occasionally with local customers and offer video calls (such as Skype) for those farther away. Work early and late when needed, especially if your customers are in different time zones. Even providing customers with your physical address helps build their trust and reminds them that your company exists off the internet as well.
Cater to your customers. Make sure you are fully meeting your customers’ needs. Consider assigning reps to specific customers so they can build a relationship. Offer VIP treatment for your best customers to let them know they are appreciated. What special services might your customers like? Set up focus groups, interview customers, or run a survey to get ideas.
Create communities. Your customers will feel even more valued if you treat them as important members of a community. You can bring various customers together in numerous ways, including webinars, interactive websites, social media, trade shows and conventions. And don’t forget that while your customers come to these forums to learn from you, you can learn as much–if not more–from them.
5. Make sure your reps are engaged
You can have the best customer service skills and the best training in the world, but if your reps are checked out, it won’t matter at all. Improving employee engagement is another way to make sure customers have a great experience. Dissatisfied employees are unlikely to come forward with their problems, so consider an anonymous suggestion box or an employee engagement survey to see what makes your employees tick.
You’ll want to know how your customer service team feels about working conditions and compensation, opportunities for career advancement, training and their peers. Our employee engagement template offers a good overview. We’ve also compiled benchmark engagement data to help you understand how your employees’ engagement compares to other companies.
Since engagement can vary from industry to industry, you may also want to look at more specific data through a service like SurveyMonkey Benchmarks.
6. Give your customers a way to provide feedback
No matter how proactive you are, you’ll never be able to get in front of every customer issue. To make sure you learn about the good, the bad, and the ugly experience your customers have, create an easily accessible way for customers to give feedback. Whether it’s a phone survey at the end of a service call or a form on the “Contact Us” page of your website, creating a means for customers to give feedback makes it easier for you to learn what needs improvement. It also helps keep unhappy customers from voicing their displeasure on highly visible places like your social media pages.
Whatever steps you choose to take, remember that your customers are the most important part of your business so improving your customer service should be a top priority. Unsure what your strengths and weaknesses are? Make an effort to get closer both to your customers and your reps. Not only will you discover touchpoints and skills that need improvement, but your customers will see that are dedicated to providing top-notch, proactive customer service.
0/5000
6 phím để cải thiện khách hàng của nhóm nghiên cứu dịch vụ kỹ năngLàm thế nào để đảm bảo rằng nhóm dịch vụ khách hàng của bạn là có tay nghề cao, cảm và tham giateamWhat dịch vụ khách hàng lớn là điều quan trọng nhất bạn có thể làm để cải thiện mối quan hệ với khách hàng của bạn? Câu trả lời là hiển nhiên như nó bỏ qua: cải thiện dịch vụ khách hàng. Không có vấn đề làm thế nào lớn sản phẩm của bạn hoặc làm thế nào tài năng nhân viên của bạn là, một trong những điều mà khách có nhiều khả năng để nhớ là sự tương tác trực tiếp, họ có với công ty của bạn.Tóm lại, nhóm dịch vụ khách hàng của bạn thường là bộ mặt của công ty của bạn, và kinh nghiệm của khách hàng sẽ được xác định bởi các kỹ năng và chất lượng của hỗ trợ họ nhận được.Một công ty mạnh mẽ sẽ đã có mối quan hệ khách hàng rất lớn. Nhưng một công ty thông minh luôn luôn sẽ yêu cầu "Dịch vụ khách hàng tốt là gì?" Nếu bạn đang không liên tục trên lookout cho cơ hội để cải thiện dịch vụ khách hàng của bạn, sau đó các mối quan hệ sẽ stagnate. Dưới đây là một vài lời khuyên dịch vụ khách hàng để xác định cách tốt hơn phục vụ khách hàng.Bạn muốn nhận được khách hàng tốt dịch vụ lời khuyên? Nhận được eGuide thông tin phản hồi khách hàng miễn phí của chúng tôi để tìm hiểu cách tốt hơn để lắng nghe khách hàng của bạn.Kiểm tra xem nó ra → 1. tăng cường kỹ năng dịch vụ khách hàng của bạnĐầu tiên, nó là quan trọng để đảm bảo rằng nhóm dịch vụ khách hàng của bạn có các kỹ năng phù hợp cho nhu cầu của khách hàng quản lý của bạn. Không có số tiền của phần mềm CRM có thể bù đắp cho thiếu sót trong lĩnh vực này. Nhưng những kỹ năng nên bạn tìm kiếm trong một đại diện dịch vụ khách hàng?Đồng cảm, kiên nhẫn và nhất quán. Một số khách hàng sẽ được irate. Những người khác sẽ được đầy đủ các câu hỏi. Và những người khác sẽ chỉ được hay nói. Bạn phải biết làm thế nào để xử lý tất cả chúng và cung cấp dịch vụ, cùng một thời gian tất cả.Khả năng thích ứng. Mỗi khách hàng là khác nhau, và một số thậm chí có thể có vẻ để thay đổi tuần để tuần. Bạn có thể xử lý bất ngờ, cảm nhận của khách hàng tâm trạng và thích ứng phù hợp. Điều này cũng bao gồm một sự sẵn lòng để học-cung cấp các dịch vụ khách hàng tốt là một quá trình liên tục học tập.Giao tiếp rõ ràng. Đảm bảo bạn truyền đạt cho khách hàng chính xác những gì bạn có nghĩa là. Bạn không muốn khách hàng của bạn để nghĩ rằng ông nhận được 50% off khi ông thực sự là nhận được 50% thêm sản phẩm. Sử dụng ngôn ngữ chân thực tích cực, nghỉ vui vẻ không có vấn đề gì và không bao giờ kết thúc một cuộc trò chuyện mà không cần xác nhận khách hàng là hài lòng.Làm việc đạo Đức. Khách hàng đánh giá cao một đại diện người sẽ nhìn thấy vấn đề của họ thông qua để giải quyết của nó. Đồng thời, bạn phải có kỹ năng quản lý thời gian tốt và không chi tiêu quá nhiều thời gian xử lý một khách hàng trong khi những người khác đang chờ đợi. Ở lại tập trung vào mục tiêu của bạn để đạt được sự cân bằng quyền.Kiến thức. Cuối cùng khách hàng của bạn dựa vào bạn để kiến thức về sản phẩm của bạn. Ở lại thông báo, đủ để đáp ứng hầu hết yêu cầu và biết nơi để chuyển nếu những câu hỏi trở thành quá chi tiết hoặc kỹ thuật để bạn có thể trả lời. Nhưng đừng ngại để nói "Tôi không biết" một trong hai. Khách sẽ đánh giá cao sự trung thực và nỗ lực của bạn để tìm câu trả lời đúng.Da dày. Khách hàng là luôn luôn đúng... đúng? Khả năng để nuốt niềm tự hào của một và chấp nhận đổ lỗi hoặc thông tin phản hồi tiêu cực là rất quan trọng. Cho dù nhóm của bạn làm việc trực tiếp với khách hàng hoặc tìm kiếm thông tin phản hồi trên phương tiện truyền thông xã hội, họ đã có để giữ hạnh phúc của khách hàng trong tâm trí.Không chắc chắn nếu reps của bạn có những kỹ năng dịch vụ khách hàng phải không? Khảo sát hoặc phỏng vấn khách hàng của bạn để hiểu cho dù nhóm dịch vụ của bạn hiển thị mỗi của những đặc điểm. Chạy một thông tin phản hồi khách hàng khảo sát thông qua các chương trình của bạn của CRM, tại điểm bán hàng, hoặc khi bạn gửi khách hàng hoá đơn là một cách tuyệt vời để xem nơi kỹ năng nhóm của bạn làm và không đo. 2. xem xét mọi họatMột kinh nghiệm xấu khách hàng tại bất kỳ điểm nào trong vòng đời khách hàng có thể hủy hoại các mối quan hệ của bạn. Ngoài ra để đảm bảo rằng các kỹ năng được chứng minh, bạn cần phải đảm bảo rằng họ đang được chứng minh một cách nhất quán. Phải quan tâm hầu hết đến chính touchpoints, nhưng chắc chắn rằng bạn có một cái nhìn đầy đủ kinh nghiệm khách hàng, hoặc bạn có nguy cơ lapses trong dịch vụ thực sự có thể làm hại kinh doanh.3. cải thiện tương tác khách hàng của bạnNếu nhân viên của bạn đã thiết lập các kỹ năng cần thiết, đó là một sự khởi đầu tốt. Nhưng họ vẫn cần phải liên quan đến khách hàng của bạn. Dưới đây là một số mẹo để đảm bảo rằng dịch vụ khách hàng là toàn diện và cũng nhận được:Yêu cầu reps để cố gắng xác định một mặt bằng chung-giống như chia sẻ lợi ích-với người họ giúp đỡ. Có thời điểm này của sự hiểu biết làm cho xung đột dễ dàng hơn để vượt qua bởi humanizing mối quan hệ, và nó endears khách để đại diện của bạn (và cuối cùng là công ty của bạn).Thực hành hoạt động nghe để khách hàng của bạn cảm thấy nghe nói. Làm rõ và nói lại những gì khách hàng nói để đảm bảo bạn hiểu họ. Đồng cảm với và phản ánh "tình cảm của họ bằng cách nói những điều như, mà phải có buồn bã bạn" hoặc "Tôi có thể xem tại sao bạn cảm thấy slighted."Thừa nhận sai lầm của bạn, ngay cả khi bạn phát hiện chúng trước khi khách hàng của bạn làm. Điều này xây dựng sự tin tưởng và khôi phục lại sự tự tin. Nó cũng cho phép bạn kiểm soát tình hình, tái tập trung sự chú ý của khách hàng và giải quyết sự cố.Theo dõi sau khi một vấn đề được giải quyết. Đảm bảo rằng các vấn đề được cố định và khách hàng của bạn được hài lòng với dịch vụ. Gửi một email, hoặc thậm chí là một cuộc khảo sát thông tin phản hồi là một cách tuyệt vời để cho khách hàng biết anh vẫn còn nằm trên mặt của họ. 4. tăng cường chiến lược Dịch vụ khách hàng của bạnCác nhân viên của bạn có thể có các kỹ năng và biết làm thế nào để tương tác với khách hàng của bạn. Nhưng những gì chiến lược tổ chức bạn có thể sử dụng để làm hài lòng khách hàng? Thực hành dịch vụ khách hàng chủ động bằng cách làm cho khách hàng của bạn hạnh phúc trước khi họ đến với bạn với vấn đề. Dưới đây là như thế nào:Có được cá nhân. Khách hàng của bạn muốn cảm thấy như họ có quyền truy cập vào những người thực sự, không có chương trình và câu hỏi thường gặp. Cung cấp email hơn chỉ tự động phản ứng, và không để cho điện thoại thông báo hoặc trang web gửi chúng xuống một lỗ thỏ của bạn. Tận dụng phương tiện truyền thông xã hội (ví dụ như Facebook, Twitter và Yelp) và viết phản ứng khi khách hàng của bạn đăng trên trang web của bạn. Đăng hình ảnh và bios trên trang web của bạn. Điều này cho thấy khách hàng của bạn rằng bạn là những người thực sự làm việc trên danh nghĩa của họ.Có sẵn. Một phần của liên lạc cá nhân là bảo đảm khách hàng của bạn có thể tiếp cận với bạn. Cho ví dụ nếu doanh nghiệp của bạn là chủ yếu là trực tuyến, đáp ứng trong người đôi khi với khách hàng địa phương và cung cấp video kêu gọi (chẳng hạn như Skype) những người xa hơn đi. Làm việc sớm và muộn khi cần thiết, đặc biệt là nếu khách hàng của bạn đang ở trong múi giờ khác nhau. Thậm chí cung cấp cho khách với địa chỉ vật lý của bạn sẽ giúp xây dựng lòng tin của họ và nhắc nhở họ rằng công ty của bạn tồn tại ra cũng như internet.Phục vụ cho khách hàng của bạn. Đảm bảo rằng bạn đang hoàn toàn đáp ứng nhu cầu của khách hàng. Xem xét việc phân công reps để khách hàng cụ thể, do đó, họ có thể xây dựng một mối quan hệ. Cung cấp điều trị VIP cho khách hàng tốt nhất của bạn để cho họ biết họ được đánh giá cao. Những gì dịch vụ đặc biệt khách hàng của bạn có thể giống như? Thiết lập nhóm tập trung, phỏng vấn khách, hoặc chạy một cuộc khảo sát để có được ý tưởng.Tạo ra cộng đồng. Khách hàng của bạn sẽ cảm thấy có giá trị nhiều hơn nếu bạn xử lý chúng các thành viên quan trọng của một cộng đồng. Bạn có thể mang lại khách hàng khác nhau với nhau trong nhiều cách, bao gồm hội thảo, các trang web tương tác, truyền thông xã hội, thương mại truyền hình và các công ước. Và đừng quên rằng trong khi khách hàng của bạn đến các diễn đàn để học hỏi từ bạn, bạn có thể tìm hiểu như là nhiều-nếu không nhiều hơn nữa-từ họ. 5. Hãy chắc chắn reps của bạn đang tham giaBạn có thể có các kỹ năng dịch vụ khách hàng tốt nhất và đào tạo tốt nhất trên thế giới, nhưng nếu reps của bạn được kiểm tra ra, nó sẽ không quan trọng ở tất cả. Cải thiện sự tham gia của nhân viên là một cách khác để đảm bảo rằng khách hàng có một kinh nghiệm tuyệt vời. Không hài lòng nhân viên có khả năng để đi về phía trước với các vấn đề, vì vậy xem xét một hộp thư góp ý chưa xác định người hoặc một nhân viên tham gia cuộc khảo sát để xem những gì làm cho nhân viên của bạn đánh dấu.Bạn sẽ muốn biết làm thế nào nhóm dịch vụ khách hàng của bạn cảm thấy về điều kiện làm việc và bồi thường, cơ hội cho sự nghiệp phát triển, đào tạo và đồng nghiệp của họ. Mẫu đính hôn nhân viên của chúng tôi cung cấp một tổng quan tốt. Chúng tôi cũng đã biên soạn các dữ liệu tham gia điểm chuẩn để giúp bạn hiểu làm thế nào sự tham gia của nhân viên so với các công ty khác.Kể từ khi tham gia có thể khác nhau từ ngành công nghiệp này để ngành công nghiệp, bạn cũng có thể muốn xem xét các dữ liệu cụ thể hơn thông qua một dịch vụ như SurveyMonkey điểm chuẩn.6. cho khách hàng của bạn một cách để cung cấp thông tin phản hồiKhông có vấn đề làm thế nào chủ động bạn là, bạn sẽ không bao giờ có thể nhận được ở phía trước của mọi vấn đề của khách hàng. Để đảm bảo rằng bạn tìm hiểu về việc tốt, xấu và xấu xí kinh nghiệm khách hàng của bạn có, tạo ra một cách dễ dàng truy cập cho khách hàng để cung cấp cho thông tin phản hồi. Cho dù đó là một cuộc điều tra điện thoại ở phần cuối của một cuộc gọi Dịch vụ hoặc một hình thức trên trang "Liên hệ" của trang web của bạn, tạo ra một phương tiện cho các khách hàng để cung cấp cho phản hồi làm cho nó dễ dàng hơn cho bạn để tìm hiểu những gì cần phải cải thiện. Nó cũng giúp giữ cho khách hàng không hài lòng từ lồng tiếng không vừa lòng của họ trên cao có thể nhìn thấy những nơi như các trang web phương tiện truyền thông xã hội.Bất cứ điều gì bước bạn lựa chọn thực hiện, hãy nhớ rằng khách hàng của bạn là một phần quan trọng nhất của doanh nghiệp của bạn để cải thiện dịch vụ khách hàng của bạn nên là một ưu tiên hàng đầu. Không chắc chắn những điểm mạnh và điểm yếu của bạn là gì? Làm cho một nỗ lực để có được gần gũi hơn cả để khách hàng của bạn và reps. của bạn không chỉ sẽ bạn khám phá ra touchpoints và kỹ năng cần phải cải thiện, nhưng khách hàng của bạn sẽ thấy đó được dành riêng để cung cấp dịch vụ khách hàng thượng lưu, chủ động.
đang được dịch, vui lòng đợi..
6 Keys to Improving Your Team’s Customer Service Skills
How to make sure your customer service team is skilled, empathetic, and engaged
big customer service teamWhat is the most important thing you can do to improve relationships with your customers? The answer is as obvious as it is overlooked: improve customer service. No matter how great your product is or how talented your staff is, one of the things that customers are most likely to remember is the direct interaction they have with your company.
Bottom line, your customer service team is often the face of your company, and customers’ experiences will be defined by the skill and quality of the support they receive.
A strong company will already have great customer relationships. But a smart company will always be asking “What is good customer service?” If you are not constantly on the lookout for opportunities to improve your customer service, then your relationships will stagnate. Here are a few customer service tips for identifying ways to better serve customers.
Want to get good customer service tips? Get our free Customer Feedback eGuide to learn better ways to listen to your customers.
Check it out →
1. Strengthen your customer service skills
First, it’s important to make sure that your customer service team has the right skills for your managing customers’ needs. No amount of CRM software can compensate for shortcomings in this area. But what skills should you be looking for in a customer service rep?
Empathy, patience and consistency. Some customers will be irate. Others will be full of questions. And others will just be chatty. You must know how to handle all of them and provide the same level of service every time.
Adaptability. Every customer is different, and some may even seem to change week-to-week. You should be able to handle surprises, sense the customer’s mood and adapt accordingly. This also includes a willingness to learn– providing good customer service is a continuous learning process.
Clear communication. Ensure you convey to customers exactly what you mean. You don’t want your customer to think he’s getting 50% off when he’s actually getting 50% more product. Use authentically positive language, stay cheerful no matter what and never end a conversation without confirming the customer is satisfied.
Work ethic. Customers appreciate a rep who will see their problem through to its resolution. At the same time, you must have good time management skills and not spend too much time handling one customer while others are waiting. Stay focused on your goals to achieve the right balance.
Knowledge. Ultimately your customers rely on you for their knowledge of your product. Stay informed enough to respond to most inquiries and know where to turn if the questions become too detailed or technical for you to answer. But don’t be afraid to say “I don’t know” either. Customers will appreciate the honesty and your efforts to find the right answer.
Thick skin. The customer’s always right… right? The ability to swallow one’s pride and accept blame or negative feedback is crucial. Whether your team works directly with customers or looking for feedback on social media, they’ve got to keep the customer’s happiness in mind.
Not sure if your reps have the right customer service skills? Survey or interview your customers to understand whether your service team is showing each of these traits. Running a customer feedback survey through your CRM program, at the point of sale, or when you send customers an invoice is a great way to see where your team’s skills do and don’t measure up.
2. Look at every touchpoint
A bad customer experience at any point in the customer lifecycle can ruin your relationship. In addition to making sure the right skills are demonstrated, you need to be sure they’re being demonstrated consistently. Pay the most attention to key touchpoints, but make sure you have a full view of the customer experience, or you risk lapses in service that can really hurt business.
3. Improve your customer interactions
If your staff has the necessary skill set, that’s a good start. But they still need to relate to your customers. Here are some tips for making sure customer service is both thorough and well received:
Ask reps to try to identify a common ground–like shared interests–with the people they help. Having this point of understanding makes conflict easier to overcome by humanizing the relationship, and it endears customers to your rep (and ultimately your company).
Practice active listening so your customers feel heard. Clarify and rephrase what the customers say to ensure you understand them. Empathize with and reflect their feelings by saying things like, “That must have upset you” or “I can see why you feel slighted.”
Admit your mistakes, even if you discover them before your customers do. This builds trust and restores confidence. It also allows you to control the situation, re-focus the customer’s attention and resolve the issue.
Follow-up after a problem is solved. Make sure the issue stays fixed and that your customers were satisfied with the service. Sending an email, or even a feedback survey is an excellent way to let the customer know you’re still on their side.
4. Enhance your customer service strategy
Your staff may have the skills and know-how to interact with your customers. But what organizational strategies can you employ to please customers? Practice proactive customer service by making your customers happy before they come to you with problems. Here’s how:
Get personal. Your customers want to feel like they have access to real people, not bots and FAQs. Offer more than just automated email responses, and do not let your telephone prompts or website send them down a rabbit hole. Take full advantage of social media (such as Facebook, Twitter and Yelp) and write responses when your customers post on your page. Post photos and bios on your website. This shows your customers that you are real people working on their behalf.
Be available. Part of the personal touch is making sure your customers can reach you. For example if your business is primarily online, meet in person occasionally with local customers and offer video calls (such as Skype) for those farther away. Work early and late when needed, especially if your customers are in different time zones. Even providing customers with your physical address helps build their trust and reminds them that your company exists off the internet as well.
Cater to your customers. Make sure you are fully meeting your customers’ needs. Consider assigning reps to specific customers so they can build a relationship. Offer VIP treatment for your best customers to let them know they are appreciated. What special services might your customers like? Set up focus groups, interview customers, or run a survey to get ideas.
Create communities. Your customers will feel even more valued if you treat them as important members of a community. You can bring various customers together in numerous ways, including webinars, interactive websites, social media, trade shows and conventions. And don’t forget that while your customers come to these forums to learn from you, you can learn as much–if not more–from them.
5. Make sure your reps are engaged
You can have the best customer service skills and the best training in the world, but if your reps are checked out, it won’t matter at all. Improving employee engagement is another way to make sure customers have a great experience. Dissatisfied employees are unlikely to come forward with their problems, so consider an anonymous suggestion box or an employee engagement survey to see what makes your employees tick.
You’ll want to know how your customer service team feels about working conditions and compensation, opportunities for career advancement, training and their peers. Our employee engagement template offers a good overview. We’ve also compiled benchmark engagement data to help you understand how your employees’ engagement compares to other companies.
Since engagement can vary from industry to industry, you may also want to look at more specific data through a service like SurveyMonkey Benchmarks.
6. Give your customers a way to provide feedback
No matter how proactive you are, you’ll never be able to get in front of every customer issue. To make sure you learn about the good, the bad, and the ugly experience your customers have, create an easily accessible way for customers to give feedback. Whether it’s a phone survey at the end of a service call or a form on the “Contact Us” page of your website, creating a means for customers to give feedback makes it easier for you to learn what needs improvement. It also helps keep unhappy customers from voicing their displeasure on highly visible places like your social media pages.
Whatever steps you choose to take, remember that your customers are the most important part of your business so improving your customer service should be a top priority. Unsure what your strengths and weaknesses are? Make an effort to get closer both to your customers and your reps. Not only will you discover touchpoints and skills that need improvement, but your customers will see that are dedicated to providing top-notch, proactive customer service.
How to make sure your customer service team is skilled, empathetic, and engaged
big customer service teamWhat is the most important thing you can do to improve relationships with your customers? The answer is as obvious as it is overlooked: improve customer service. No matter how great your product is or how talented your staff is, one of the things that customers are most likely to remember is the direct interaction they have with your company.
Bottom line, your customer service team is often the face of your company, and customers’ experiences will be defined by the skill and quality of the support they receive.
A strong company will already have great customer relationships. But a smart company will always be asking “What is good customer service?” If you are not constantly on the lookout for opportunities to improve your customer service, then your relationships will stagnate. Here are a few customer service tips for identifying ways to better serve customers.
Want to get good customer service tips? Get our free Customer Feedback eGuide to learn better ways to listen to your customers.
Check it out →
1. Strengthen your customer service skills
First, it’s important to make sure that your customer service team has the right skills for your managing customers’ needs. No amount of CRM software can compensate for shortcomings in this area. But what skills should you be looking for in a customer service rep?
Empathy, patience and consistency. Some customers will be irate. Others will be full of questions. And others will just be chatty. You must know how to handle all of them and provide the same level of service every time.
Adaptability. Every customer is different, and some may even seem to change week-to-week. You should be able to handle surprises, sense the customer’s mood and adapt accordingly. This also includes a willingness to learn– providing good customer service is a continuous learning process.
Clear communication. Ensure you convey to customers exactly what you mean. You don’t want your customer to think he’s getting 50% off when he’s actually getting 50% more product. Use authentically positive language, stay cheerful no matter what and never end a conversation without confirming the customer is satisfied.
Work ethic. Customers appreciate a rep who will see their problem through to its resolution. At the same time, you must have good time management skills and not spend too much time handling one customer while others are waiting. Stay focused on your goals to achieve the right balance.
Knowledge. Ultimately your customers rely on you for their knowledge of your product. Stay informed enough to respond to most inquiries and know where to turn if the questions become too detailed or technical for you to answer. But don’t be afraid to say “I don’t know” either. Customers will appreciate the honesty and your efforts to find the right answer.
Thick skin. The customer’s always right… right? The ability to swallow one’s pride and accept blame or negative feedback is crucial. Whether your team works directly with customers or looking for feedback on social media, they’ve got to keep the customer’s happiness in mind.
Not sure if your reps have the right customer service skills? Survey or interview your customers to understand whether your service team is showing each of these traits. Running a customer feedback survey through your CRM program, at the point of sale, or when you send customers an invoice is a great way to see where your team’s skills do and don’t measure up.
2. Look at every touchpoint
A bad customer experience at any point in the customer lifecycle can ruin your relationship. In addition to making sure the right skills are demonstrated, you need to be sure they’re being demonstrated consistently. Pay the most attention to key touchpoints, but make sure you have a full view of the customer experience, or you risk lapses in service that can really hurt business.
3. Improve your customer interactions
If your staff has the necessary skill set, that’s a good start. But they still need to relate to your customers. Here are some tips for making sure customer service is both thorough and well received:
Ask reps to try to identify a common ground–like shared interests–with the people they help. Having this point of understanding makes conflict easier to overcome by humanizing the relationship, and it endears customers to your rep (and ultimately your company).
Practice active listening so your customers feel heard. Clarify and rephrase what the customers say to ensure you understand them. Empathize with and reflect their feelings by saying things like, “That must have upset you” or “I can see why you feel slighted.”
Admit your mistakes, even if you discover them before your customers do. This builds trust and restores confidence. It also allows you to control the situation, re-focus the customer’s attention and resolve the issue.
Follow-up after a problem is solved. Make sure the issue stays fixed and that your customers were satisfied with the service. Sending an email, or even a feedback survey is an excellent way to let the customer know you’re still on their side.
4. Enhance your customer service strategy
Your staff may have the skills and know-how to interact with your customers. But what organizational strategies can you employ to please customers? Practice proactive customer service by making your customers happy before they come to you with problems. Here’s how:
Get personal. Your customers want to feel like they have access to real people, not bots and FAQs. Offer more than just automated email responses, and do not let your telephone prompts or website send them down a rabbit hole. Take full advantage of social media (such as Facebook, Twitter and Yelp) and write responses when your customers post on your page. Post photos and bios on your website. This shows your customers that you are real people working on their behalf.
Be available. Part of the personal touch is making sure your customers can reach you. For example if your business is primarily online, meet in person occasionally with local customers and offer video calls (such as Skype) for those farther away. Work early and late when needed, especially if your customers are in different time zones. Even providing customers with your physical address helps build their trust and reminds them that your company exists off the internet as well.
Cater to your customers. Make sure you are fully meeting your customers’ needs. Consider assigning reps to specific customers so they can build a relationship. Offer VIP treatment for your best customers to let them know they are appreciated. What special services might your customers like? Set up focus groups, interview customers, or run a survey to get ideas.
Create communities. Your customers will feel even more valued if you treat them as important members of a community. You can bring various customers together in numerous ways, including webinars, interactive websites, social media, trade shows and conventions. And don’t forget that while your customers come to these forums to learn from you, you can learn as much–if not more–from them.
5. Make sure your reps are engaged
You can have the best customer service skills and the best training in the world, but if your reps are checked out, it won’t matter at all. Improving employee engagement is another way to make sure customers have a great experience. Dissatisfied employees are unlikely to come forward with their problems, so consider an anonymous suggestion box or an employee engagement survey to see what makes your employees tick.
You’ll want to know how your customer service team feels about working conditions and compensation, opportunities for career advancement, training and their peers. Our employee engagement template offers a good overview. We’ve also compiled benchmark engagement data to help you understand how your employees’ engagement compares to other companies.
Since engagement can vary from industry to industry, you may also want to look at more specific data through a service like SurveyMonkey Benchmarks.
6. Give your customers a way to provide feedback
No matter how proactive you are, you’ll never be able to get in front of every customer issue. To make sure you learn about the good, the bad, and the ugly experience your customers have, create an easily accessible way for customers to give feedback. Whether it’s a phone survey at the end of a service call or a form on the “Contact Us” page of your website, creating a means for customers to give feedback makes it easier for you to learn what needs improvement. It also helps keep unhappy customers from voicing their displeasure on highly visible places like your social media pages.
Whatever steps you choose to take, remember that your customers are the most important part of your business so improving your customer service should be a top priority. Unsure what your strengths and weaknesses are? Make an effort to get closer both to your customers and your reps. Not only will you discover touchpoints and skills that need improvement, but your customers will see that are dedicated to providing top-notch, proactive customer service.
đang được dịch, vui lòng đợi..
Các ngôn ngữ khác
Hỗ trợ công cụ dịch thuật: Albania, Amharic, Anh, Armenia, Azerbaijan, Ba Lan, Ba Tư, Bantu, Basque, Belarus, Bengal, Bosnia, Bulgaria, Bồ Đào Nha, Catalan, Cebuano, Chichewa, Corsi, Creole (Haiti), Croatia, Do Thái, Estonia, Filipino, Frisia, Gael Scotland, Galicia, George, Gujarat, Hausa, Hawaii, Hindi, Hmong, Hungary, Hy Lạp, Hà Lan, Hà Lan (Nam Phi), Hàn, Iceland, Igbo, Ireland, Java, Kannada, Kazakh, Khmer, Kinyarwanda, Klingon, Kurd, Kyrgyz, Latinh, Latvia, Litva, Luxembourg, Lào, Macedonia, Malagasy, Malayalam, Malta, Maori, Marathi, Myanmar, Mã Lai, Mông Cổ, Na Uy, Nepal, Nga, Nhật, Odia (Oriya), Pashto, Pháp, Phát hiện ngôn ngữ, Phần Lan, Punjab, Quốc tế ngữ, Rumani, Samoa, Serbia, Sesotho, Shona, Sindhi, Sinhala, Slovak, Slovenia, Somali, Sunda, Swahili, Séc, Tajik, Tamil, Tatar, Telugu, Thái, Thổ Nhĩ Kỳ, Thụy Điển, Tiếng Indonesia, Tiếng Ý, Trung, Trung (Phồn thể), Turkmen, Tây Ban Nha, Ukraina, Urdu, Uyghur, Uzbek, Việt, Xứ Wales, Yiddish, Yoruba, Zulu, Đan Mạch, Đức, Ả Rập, dịch ngôn ngữ.
- Do we apply CPSIA for material vendors?
- We have developed a "schema language" fo
- pain is a feeling triggered in the nervo
- vì vậy mà
- fly
- Giardiase
- Yyou're welcome. Have a safety flight
- There is avery heavy concentration on se
- port
- Rất ít
- Throughout the system, processing is mes
- i am up for it
- You can board at gate 11 at 4:30
- Information Retrieval
- Bao lâu
- If someone wants to buy " cold tablets"
- loaded onto a ship
- monsters
- impressions
- Jean coupé de l'accident en 1974, j'ai c
- If we don't know something we say "I've
- Jean coupé de l'accident en 1974, j'ai c
- I prefer to meet friends individually
- Ideally
