With so many stories of bad customer service we hear these days, many people are getting the impression that customer service jobs are entry-level or unimportant roles taken just to get by until a better opportunity. Do you share the same view? I hope, not. For me, it’s just the opposite. An experience of working in customer service, even as a temporary job, can be a stepping stone to a great career and many other life achievements.
Working in customer service can be a formative experience that exposes you to people from all walks of life with all different kinds of backgrounds. In the long run, it may turn out to be valuable lessons you would not trade in for anything. In this blog post I would like to share my insider’s view on customer service career and my key takeaways from it. >>>
It’s undoubtedly true that basing your business around customer service always pays off. These days, we’ve been witnessing many amazing stories of companies that made customer service a key pillar of their business and eventually the face of their brand. Have you ever asked yourself if your team can learn from these successful professionals, and what you can do to delight your customers just as well?
In two previous blog posts I outlined some important aspects contributing to the success of the world best customer service teams, and suggested how you can learn from them. This is the last blog post in the series. If you have missed my previous posts on the topic, you can catch up on them here and here. >>>
Every business owner knows that in today’s highly competitive marketplace excellent customer service is more than a preference – it is a prerequisite for sustainable growth and business success. The most successful companies also realize that great customer service is more than just sales support. In fact, it is a brilliant way to build brand awareness and promote a product or service.
How do you go about making excellent customer service synonymous with your brand and a hallmark of your company? The best way is to learn from those that do it well. This blog post is the second one in a series that highlights lessons any business can learn from the world best customer service providers. >>>
Coming together is a beginning. Keeping together is progress. Working together is success — Henry Ford
What are the most important factors contributing to customer service team success? Are there any secret ingredients, tips or strategies world’s leading customer service teams run on? What are the traits top high-performing customer service teams have in common? Can you develop or apply them to build an extremely productive, passionate and tight-knit team of your own?
This blog post is the first in the series that puts together some examples of great companies known for awesome customer service, as well as advice from customer service thought leaders. Hope there’s a thing or two that you consider useful, inspiring and worthy to follow. >>>
Live Chat is quickly gaining popularity all over the world, but many business owners are still not sure if it’s the right solution for their customer service needs. Many of them believe that traditional customer service channels like phone and email are quite enough to handle their customer interactions and keep their business competitive.
It’s no longer enough, actually. Modern technology keeps evolving at a rapid rate, and ‘this is how we do things’ is no longer an effective strategy for customer service, whatever your business is. Today’s online consumers are changing quickly, as well as their expectations and preferences. And to keep up with the pace, your people need best tools at their disposal. How about taking the next step and investing in an innovative tool to make your team more efficient and effective? >>>
These days, the phrases “go above and beyond for the best customer service experience”, “the customer is always right” and “the customer is king” have become one of the most cliched and repeated in marketing. Business owners, marketing directors and managers across-the-board keep on being focused on delivering over-the-top customer service experience. And yet, poor customer service still exists and unfortunately seems all too common. Are we perhaps overlooking some fundamentals in the pursuit of excellence? >>>
The more we apply technology, the more we need human interaction. This great observation was made by our blog reader, Theresa, as she commented on the article 3 Factors Driving Customer Satisfaction the Most in Customer Service. Yes, indeed. In the age when technology rules, natural human communication still matters a lot. Especially when it comes to online business. It’s human interaction that lets customers emotionally connect with a company or a brand, — and keeps them coming back.
Emotion that comes from the personal relationship between the customer and the company impacts purchase decisions. Statistics backs that up: 71% of B2B buyers who see a personal value will buy a product. And when it comes to customer service, every touchpoint is an excellent opportunity to strengthen your company image. Your chance to shine and charm your customers. >>>
A new era of technology is transforming the customer service landscape, and today’s small businesses are challenged to keep pace with the changing times. With more and more channels becoming available for customer communication, many small business owners naturally start questioning themselves which of these channels would be the best fit for their customer support needs. With limited resources, they often have to choose just a few that would be most cost-efficient for business and convenient for both the customers and service team.
Live Chat has proven itself as a highly effective communication method that allows delivering customer support in real time. Statistics show that Live Chat is especially well-suited to answering simple queries and pricing/product questions customers might have while shopping online. This communication channel is also reported to significantly reduce customer service expenses, as the cost of a single Live Chat interaction is one of the lowest compared to other customer support channels. And last but not the least, customer support agents absolutely love it. >>>
Always keep in mind that people are different, not difficult — Peter Urs Bender, “How To Deal With Difficult Customers”
A key skill of a successful customer service professional is an ability to be flexible and use different approaches in different situations, that is, to tailor the way they respond to customer needs based on particular context of the situation. Probably anyone who’s ever worked with people would tell you that different techniques work for different customers. It’s essential to recognize how a customer would like to be treated from the first point of contact so that you could choose the most suitable approach in line with your own experience and intuition.
Some people tend to think and act quickly, while others like to take more time to make informed decisions. Some people are more friendly and enthusiastic, while others prefer to stay more reserved. The more adaptive your communication skills are, the more you are likely to develop a rapport with a variety of customers and deal effectively with a diversity of situations, — and the less are the chances of misunderstanding, miscommunication or frustration on the customer’s end. >>>
I wish I knew it before, when I just started my career as a customer service representative. It would save me many restless moments and probably let enjoy my job more at some points of my life. But I also believe that any knowledge comes exactly when you really need it. And now when I am conscious of the burnout challenge and have some experience under my belt, I am happy to share my tips on how to prevent or avoid occupational burnout in customer service. Hope this article will give you some helpful advice and actionable tips you can use.
Burnout is a widespread issue in customer service today. It was first identified in the 1970s as a career crisis hitting professionals who deal with people as a part of their job. The phenomenon was characterized by changes in employees’ attitude to work, resulting in exhaustion, lack of enthusiasm and motivation, as well as feelings of ineffectiveness or even frustration and cynicism in relation to their job. >>>