Having excellent customer service is at the heart of every good business. When your customer service department is having issues, customer retention will suffer, as will your sales. The customer service department is your company’s representation to the customer and should relay competency in addressing their concerns and be knowledgeable of their needs. The following are a few customer service mistakes you will want to nip in the bud before they damage your company’s customer relations and the company itself.
Train Your Customer Service Staff
Many companies hold the position that because customer service is often an entry-level position, it does not require extensive training. This is a recipe for certain disaster. Your customer service department needs to be staffed with competent people who have received the necessary training to know everything about your products, services, policies, and how to professionally interact with customers. Customers notice and become impatient when customer service representatives don’t know how to answer a question, and you don’t want them being put on hold while the rep asks their manager for otherwise easily answered questions. Take the time to make sure that employees are knowledgeable and confident before they start taking or making calls.
Prevent Call Drops
Nothing frustrates a client more than waiting in a hold queue, only to have their call dropped before their questions are answered. Not only is this unprofessional, but it can spell disaster with your company’s sales volume. Whether it’s closing a sale, explaining policy, or addressing customer concerns, having to call them back is a mad scramble against the queue that you don’t want your representatives to have to waste time on. Using a dedicated phone service with an excellent reputation is critical and maintains your customers’ faith in your company, so be sure to do your research and keep only the most up-to-date versions of your communication software.
Ensure Name Accuracy
Your company spends a lot of time contacting clients, whether it’s a follow-up on a customer service ticket, a sales outreach, or onboarding. Often these clients live in other countries where the names of people are not familiar to your call staff, and some may even have names on the tickets in an alphabet that your staff can’t read. It is important to get names correct in outbound calls, both to show you’re your employees have taken the time to professionally prepare for the call and also to display competency in customer interactions. Therefore, it is important to keep up to date on the latest translation and entity extraction software. Using fuzzy name matching software is essential to ensure timely, accurate rendering of names so that your call staff will be on top of their service tickets, no matter the country they call into.
Use Ticket Tracking Software
While call drops are the most frustrating to customers, having to repeat their problem and repeat troubleshooting steps with every representative they talk to is a very close second. Being transferred to a new representative or having to receive a call-back can be frustrating enough, but when the new representative has been given no prep on the situation beforehand, customers become fed-up and are likely to give up altogether before their problem is solved. Using ticket tracking software can help you make sure that every representative that interacts with your customers can easily keep track of what the customer’s problem, problems they’ve had in the past, and what they’ve already done to try and fix it. Make sure you have software that allows for extensive notes and tracking customer history to ensure that your employees are always prepared to present a knowledgeable solution to every problem.
Until you’ve been on the other end of the phone or email, looking for resolution to your problems with a product or service, you may never fully understand just how much your customers and clients appreciate quality customer service. Nothing is as redeeming to a frustrated customer as having their concerns and problems addressed in an efficient and satisfactory manner, and nothing can turn a customer away like poor service. Invest in high quality software and solutions for your customer service representatives, and spend the time to ensure that all representatives are fully briefed and prepared to handle customer queries, and you will be rewarded with loyal customers and glowing reviews.
Choosing the Right Tail Lights for Your Car or Bike
If you need new tail lights for your car or bike, you’ll want to take several factors into consideration so...
End of lease cleaning in Melbourne – Move in and Move out easily
If you are a tenant, you are sure to be aware of the fact that you get to move into...
Tips in finding a trustworthy removalists team in Sydney
Relocating to a newly rented or leased house space can be a tedious and time-consuming process to perform on your...
4 Fashion Additions to Complete Your Outfit
A wonderful outfit can make you appear and feel like someone who can conquer the world without even breaking a...
How to Go about Selling an Old Car for Parts
Selling an old car for parts is easier than most people realize, and your junker could be worth quite a...
4 Things to Consider Before Choosing a Feed Tank for Your Manufacturing
In every day manufacturing you may find that you need a feed tank for your operation. Selecting the right feed...
How to Find a Phone that Fits your Needs
Are you looking to buy a phone that may suit your needs without poking a hole in your wallet? You...
Elegant Dinner: 4 Ways to Fancify Your Next Get-Together
Throwing a social gathering in the comfort of your own home can be a joy. If you want your upcoming...
5 Issues You May Face in the Aftermath of an Auto Accident
Being involved in a motor vehicle accident is something we all would like to avoid. However, no matter how safe...
5 Ways Guest Posting Can Help Grow Your Online Audience
Guest blogging is the process of posting your original content on someone else’s website. This might seem like a counterproductive...
4 Important Ways You Can Update Your Decades-Old Home
Modernizing an older house doesn’t need to be a time-consuming or expensive process. With a few simple upgrades and a...
3 Ways to Strive Toward Better Sexual Health
September is World Sexual Health Month! A critical part of our overall well-being is sexual health. This month is the...
Strapped for Cash? 5 Ways to Earn Money Quickly
The dream is to be in a position where you don’t have to worry about money. Until that dream becomes...
4 Signs Your Transmission May Be Going Out
Of all the mechanical problems that your vehicle might have, a transmission issue is perhaps the most dreaded. If you...
Creative Event Promotion Ideas to Increase Attendance
In modern and challenging world technology integration is considered as the crown of the successful business. Technology revealed the consistent...
- Tech4 years ago
Creating An e-Commerce Website
- Tech4 years ago
Design Template Guidelines For Mobile Apps
- Business4 years ago
The Key Types Of Brochure Printing Services
- Travel7 years ago
Who Else Wants Also Nfl Hat
- General4 years ago
Kobe Bryant With His Unique Nba Jerseys
- Tech4 years ago
Climb Google Using These Checklists
- Tech5 years ago
Why Small Businesses Can't Ignore Mobile Technology
- Health6 years ago
Health Supplements For Sports Activities Nutrition