Providing excellent customer service means going the extra mile and being better than the rest of the competition.
By providing the essentials of excellent or outstanding customer service, instead of good just ones, you set yourself apart from the rest of the competition. These days, companies produce high quality products year in year out, so you need to ask yourself: how is my organisation standing out from the crowd?
The gap from good to outstanding may be subtle, but it’s a huge job to reach that high level. To do so, you need to provide excellent customer care, make sure your customers are satisfied, and create an overall quality experience. For more customers going through services is a bit laborious, but with excellent people and facilities it doesn’t need to be.
That’s all well and good, but what does excellent customer service actually look like?
How do you Provide Excellent Customer Service?
Providing excellent customer service relies on a couple of things like:
- Speed of replies and solutions
- Providing a customer centric experience
- Well-trained staff
It’s all about being flexible, listening to feedback, implementing efficient solutions and making a customer complaint into an opportunity.
Organisations with excellent customer service are available almost all of the time, on convenient platforms for customers.
For example, a lot of companies have support service accounts on social media platforms like Twitter and Facebook. This means that if people don’t want to have a voice call, then they can simply send a tweet and wait for a reply. Giving customers options is always a good thing, so make sure you offer the full range of support like website, social media, phone, email and in-app help.
Speed of Replies
However, its all well and good being available on multiple platforms, but you should respond in quick time.
Organisations with excellent services reply to your concerns almost right away. This can mean speedy replies on a website chat, for an email query or not putting customers on hold or in a queue on the phone.
All customers really value a quick reply, because it means that organisations always have them in their thoughts. It also means that if something is a really pressing issue, it can be sorted as soon as possible. This just one way that you can make sure your customer satisfaction levels remain really high.
Next, you need to provide a service that really values its customers.
Customer-centricity is the idea that you have your customers in mind when you do everything. Whether this is product design, advertising or customer services, putting the customer first is vital. Because at the end of the day, no organisation would be where it is today without their loyal consumers.
To achieve this, you need to treat your loyal and new customers with respect and be friendly to them.
To do all of the above steps, you must have a well-trained workforce.
To become a really able customer services professional, you must develop your:
- Communication skills
- Listening skills
- Problem solving skills
- Emotional intelligence
- Skills that enable you to stay calm under pressure
Perhaps the most important skills are communication and listening. Customer services teams are at the front line of communications with consumers, and therefore must relay problems to the relevant teams. In addition, you must listen to people’s problems, otherwise you simply won’t know what to do.
To make sure that you have a well-trained workforce, you can view our customer services courses online. This includes our very own customer service essentials training. This will make sure your organisation has all the essential service skills to make customers happy.