If you are a student or contemplating a career change, you know that there’s plenty of career advice out there. However, it tends to offer pointers on careers that are currently hot or that will be in the future. Some of these jobs are indeed great employment prospects, and some of them will be occupations that are extinct a decade from now. And then there are the “solid” jobs, jobs that offer vital services and are always in demand.
Customer service positions are proving to be the best of both worlds, offering a much in demand career that is projected to grow within the next decade. Read on to learn why customer service is definitely a field to consider. >>>
It is sometimes said that success in business is less about what you sell and more about how you sell it. While this obviously means that marketing is important, so too is the journey customers go on. After all, even businesses with great quality products will struggle if they provide a poor customer experience.
As a result, companies need to make sure they are equipping their employees with the necessary customer service skills to deliver on the elements that truly matter to customers during their service journey. In this article, we take a closer look at some of those elements and explain why they are so important. >>>
When morale is low in your office, you may find that productivity levels take a nosedive, profitability tumbles and turnover increases. Each of these factors can be a detriment to your business, and the unfortunate reality is that managers and business owners must make a regular effort to keep morale high for the benefit of the company. Simply addressing this issue once and walking away from it or intermittently focusing on morale is not enough. One of your top goals should be to keep your team motivated and engaged throughout the year, and you can easily employ some of these great tips to achieve the results you desire.
Let Them Know What to Expect
It is easy for workers to feel as though they are spinning their wheels and getting nowhere fast. They may feel as though they put in a hard day’s work regularly and that they are not achieving anything from their efforts. Some may even feel as though their professional lives are pointless. As a manager or business owner, you need to tell your employees what the company’s goals are. >>>
One customer can change the fate or course of your business forever. Just take a look at the United Airlines incident. We’ve all heard and saw it. It was very disturbing and we just can’t help but get angry and despise United Airlines. I won’t share the facts and other information anymore since I assume that you’ve already read a lot of articles and watched a number of YouTube videos about it.
So instead here are two lessons we can all learn from this incident:
1. Social media can make or break your business
This goes for all – whether you own a small or big business – social media can make a big impact on your business.
What does this mean to you? Everybody is on social media, if you do something good, it may be shared to the whole world. If you do something horrible, it may also get shared to the whole world. >>>
What, truly, is happiness? Is it the central purpose of human life? A mere byproduct of luck? Is it a psychological state, or a positive evaluation of being?
For businesses, the answer to all of the above questions is, of course, who cares. The only definition of happiness that matters is the one that applies to customers, and a happy customer is one that’s loyal, that keeps coming back for repeat purchases, and one that recommends you to family, friends and social media followers. A happy customer is one that represents excellent customer lifetime value, and happy customers as a group represent a big impact on your bottom line.
According to a Gartner Group study, 80% of a company’s future revenue comes from a mere 20% of existing customers. Furthermore, it reportedly costs six to seven times more to attract a new customer than to keep an existing one. The way to amass these all-important happy customers, then, is to focus on customer retention by improving your customer service. Here are few tips you might just want to consider: >>>
Customer service is a defining quality of almost any business nowadays. Before, if you were the only local provider, your flaws in the support department were not so damaging, considering there was no competition. Today, people can acquire services and products online, and the market in general is more competitive, hence customer service started to play a more important role.
Quality service, and a high number of satisfied customers can not only keep a business afloat, but also set the stage for future expansion, and for greater trust in your brand. On the other hand, a customer who is not satisfied or feels wronged can make an issue and make it harder for you to acquire new potential users, and considering just how many providers are out there, dissatisfied users are not a luxury you can afford.
So, let’s see how you can make your customer service better by relying on customer service knowledge base software, and also why this is so important nowadays. >>>
Think of something you like to do regularly, whether it’s jogging, reading, or eating ice cream. What keeps you coming back? Chances are it feels good, and the emotions you associate with the activity make you want to do it again. In short, positive emotions lead to loyalty.
It seems like a simple equation, but how a brand should go about inspiring positive emotions in customers is a complex question. Emerging studies in behavioral science are telling us more and more about the relationship between emotions and decision-making. In the meantime, there are a few simple things any brand can do to spark positive, loyalty-inspiring emotions in customers. >>>
Customer service has shifted more and more online over the past couple of decades, and increasingly that means customers are reaching out via social media when they have an issue that they’d like you to resolve. It’s a great opportunity for businesses, as this kind of semi-formal interaction is likely to increase that customer’s spend by 20-40% when they are dealt with appropriately. Perhaps it’s something to do with the way we form our identities online, now: who we talk to, the platforms we use, and the things we buy, all form the way we see ourselves.
Of course, it isn’t always good news when you notice a tweet or Facebook comment from a customer. Frequently, these platforms are used to make a public complaint – either because they can’t find another way to get through to you, or because they believe that dealing publicly with the issue makes you more likely to resolve it quickly. Hopefully, they’re right – and you will be keen to turn this potential upset into positive publicity. It just takes a bit of insight and a little social media flair – all skills you can pick up online. >>>
The number of channels and choices for customer support are growing and businesses who enable customers to reach them on the channel of their choice experience high levels of customer satisfaction.
Of course, the more traditional methods of email and phone calls are channels that many consumers still prefer. But other platforms such as SMS, social media, live chat and self-service have all seen significant rises in popularity and use.
So how do you make the most of these different channels to maximize their effect and ensure happy customers? Here’s a breakdown of best practices for successful multichannel customer service: >>>
As a customer service manager or representative, you know first hand just how important it is to provide quality, effective customer service – especially in today’s world where social media dominates. Though these media platforms have undoubtedly played a monumental role in the changing landscape of customer service communication, customer’s wants and needs remain relatively unchanged. They want to be heard, understood, and respected and they want it done on their own terms.
Esteban Kolsky, founder of thinkJar, a Customer Strategy consulting and think tank, notes that it is the customers themselves who must choose and validate their customer experience. >>>