Looking for ways of improving customer service? Research shows that improving customer service gives companies the “biggest bang for the buck” as compared with virtually any other investment in marketing.
Improving Customer Service starts with employees
Countless articles have been written about improving customer service by improving customer service representative training. There’s an entire industry build around training. But too little pay, too little training, and too little real commitment mean service levels vary widely, and don’t usually improve. Your customer service reps are your first point of contact with your customers. Automating orders and returns, and directing customers to websites may cut costs, but they also make it harder to provide the “personal” touch your customers want.
Some companies do it right: companies like Southwest Airlines, Marriott, Apple and Zappos have been built on great customer service. It’s what sets them apart. Would you really want to try to go into competition with one of these service leaders?
Improving customer service in your company
Improving customer service starts with a strong management commitment. Many successful companies realize that The Chief Executive is actually the Chief Salesperson, and the face of the company. When the CEO makes a commitment to great customer service, and isn’t afraid to invest in training and personnel, the customer knows it. This kind of reputation not only attracts and retains loyal customers, but has the same effect on employees: they’re the kind of companies where great people want to work.
How do you handle customer telephone calls? Do you have a call center? What would customers say about your service levels? Are your customer service reps professional? Are they trained in how to help customers best? How is your “turnover”? Call centers were invented to increase efficiency and cut costs, but with the right management, can still provide the personal your customers want.
Improving Customer service before the call is answered
Call Centers of every size, from 2 employees to a room as large as a football field, experience some “wait” time before calls are answered. This “queue” time increases efficiency, but can take a toll on customer satisfaction with your company. Informer Messages on hold help fix the problem by giving “the right information to the right people at the right time.” Unlike generic on hold messages (that just bore your caller) or pushy sales messages, custom Informer Messages are written to address your customers’ needs and problems. Many Informer Messages are purely information and educational. Others focus on problem solving.
What are your customers calling you about? Lets talk about your customers and your experience in your call center, so we can find ways of improving customer service from the very first moment you get the call.