Ways to Improve Customer Support Services
Customer support has great importance in terms of binding customers and clients even after that sales have been made. Around 64% of people according to Gartner suggest that great customer support services are way more important than pricing. This clearly shows how much do people expect from customer support provided by a company or brand. In todays, competitive market, customer support services can create a lot of difference and make your company or brand stay one step ahead of its competitors.
This guide here, is to enlighten you with multiple ways to improve customer support services because after all customers matter a lot! These tips to upgrade your customer support services are highly essential to retain customer loyalty and increase return over investment.
Enhance Active Listening
There’s no better feeling than having someone around you who listens to your rants and moreover understands them in the most compassionate ways. This is exactly what customers look for when they plan to approach customer support. Train your customer support service agents towards active listening. They must be empathising towards what the customer says and must answer to their queries in the most appropriate ways.
The best active listening practice is to ask relevant questions to be clear about the context and meaning of what the customer means to say and later try repeating all of it so that you know that both are on the same grounds. Once that an agent has decoded customer’s query he or she must come up with solid answers and reasoning to leave the customer satisfied, after all they are interacting with a human not a bot.
Customer support agents often sound a bit too cranky while answering client queries and this surely gives out a very rude unprofessional attitude. Try adding positivity to your tone and the way you answer questions. Clients are often furious when they contact customer support since obviously, they need to get a compensation for whatever went wrong. But you as a customer support agent must first calm them down by using positive language and gestures. Try to stay as calm as possible no matter what situation you face while interacting with a client.
Have the knowledge and technical skills
A customer support agent must have all the critical knowledge about the company/brand he or she is working for. No matter what query comes in hand, you cannot just leave your customers hanging in there, they need to be answered in the best possible ways! Hence it is important for a company to keep their agents informed about any changes in the company as well as all other important information related to products, services, refunds, cash backs etc.
Likewise, a company or brand does not just consist of a single department, but hierarchy flows by within the company as well as departments. An agent must be able to connect to all departments in real-time to be able to answer any type of questions asked by clients and for this, technical skills and strategy is a must.
Make yourself clear
Do not add further ambiguities to a client’s mind who contacts customer support to get answered. Even in our daily lives, we often confuse the other person in conversation with us by not giving out clear statements of facts. This may not be damaging in n casual environment but professionally it can be disastrous.
By not being clear with your answers as a customer support service provider, you will add fuel to the fire. The customer’s rant will soon turn into a long-lasting argument either on another call with your department or on social media. To make sure about clearly answering client queries, use clear and crisp statements but in a positive and kind tone.
Follow ups are important to know how far your customer support services have been beneficial for your customers. These are not just a door to getting feedback but acts as a great gesture from the company’s side to know whether a customer’s problem got solved. With follow ups from customer support’s side, customers feel valued as this imitates as target-based direct link up.
Follow ups are not just to be taken in hand a couple of days after that a customer has ended the call, but it should be part of the client-agent interaction as well. A customer support service agent must ask the customer if he has any more questions and did the his or her answers were of any help. This is a great way to make your customers feel valued as they tend to analyse how motivated are you to answer them and keep them satisfied.
Watch out on your company’s customer support services and make changes to improve your service and make your customers happy. Happy customers are all that a company needs to survive in this age of an aggressive market. Want to know more about customer support services? Comment below!