Your products or services can be the best on the market but if you don’t treat your customers well, you can kiss your business goodbye. Developing the right strategy for your customer service will help you both attract new customers and keep your existing ones. The great customer service begins with being employee focused. Only happy and satisfied employees will treat your customers well and provide them excellent customer service experience.
On the other hand, if your employees are not happy with your company strategy they will not care about what your customers feel. So, before you start developing the right customer service strategy you first need to focus on your employees and ensure they are happy with their jobs and do their best to boost your business. >>>
In our modern digital world security is the highest priority for organizations, both big and small. Not only data but also personal space of employees should be protected. Your company may have its own set of security rules and guidelines. But here are some general tips that can help to create and promote a safer work environment of your customer service team. These tips include general security rules for keeping your data protected and your customer service team workspace organized and safe.
1. Ensure your data is protected
While working with customers various data including sensitive information like credit card numbers, personal information, etc. is shared. Organizations use special security tools to process and store such type of data. However, there are also important guidelines to follow by employees. They will help to keep information protected and avoid data leakage: >>>
When starting an online business your main concern is the communication channels your customers will use to get in touch with your team. Personalized and prompt customer service gives you an edge over the bigger and more well-known competition. No matter how user friendly your ecommerce website and shopping cart are, your customers may want to contact you with some questions or just to ensure your business is “alive” and they will not be deceived. That is why it is important to offer not only a top-notch customer service, but also to provide access to various ecommerce website communication channels which your customers can use to get in touch with your customer care team. In this blog post I decided to describe advantages and disadvantages of those ecommerce customer service options which will help you to provide exceptional customer service, win loyal customers and grow your business. >>>
Have you ever calculated how much it costs when your customer service agents leave? The figures will be shocking when you take into account all investments in training, hiring costs and your team spirit. The turnover rates for customer service agents vary depending on the country. The highest is in Philippines due to hard working conditions and low salary and the lowest rate is in EU.
In our new infographic we highlighted most important reasons for your customer service agents to leave and provided some useful recommendations which will help to improve your employees turnover rate. >>>
“Plans are worthless, but planning is everything.” – President Dwight D. Eisenhower.
If your team is properly trained and faces all customer service challenges efficiently without any confusions and rudeness then your business will boost and the number of loyal customers will increase. However, if there is any room left to confusion, ignorance, fear and mistakes, then your customer service team is not as brilliant and well trained as it should be.
There are common situations when your customer service agents can be taken aback and lose control of themselves or the situation. In this blog article I would like to highlight some challenges your customer service team may face and give some recommendations on how to handle them efficiently and gain control over the situation.
Today we cannot deny that multitasking has become an inevitable fact of any customer care agent’s workflow. It is really shocking as we all know that multitasking causes drops in productivity and increases the number of errors made by customer service reps. No matter what kind of customer service options your company provides, your team faces the multitasking challenge on a daily basis and nothing can be done to prevent this. All of us have been in the situation when while composing an email we have to answer a phone call or accept a live chat request. Our attention is drawn to another task and our initial task and the chain of thoughts are interrupted. >>>
In this age of growing customer service demands social media cannot be used only for marketing purpose. More and more customers post their complaints, questions and share their experience about different companies through social media channels. Those brands which assist their customers in Facebook, Twitter, monitor forums and discussion boards notice positive feedback from customers and new customers coming from social media networks. >>>
There should be no guessing game when it goes about improving customer experience. Today lots of various metrics allow you to measure your customer experience and based on those results you can take advantage of different techniques to make your customers happier and more satisfied. Knowing what your customers think about your customer service, brand and products will help you to develop the right strategy for improving the overall customer experience. Customer service excellence has always been and will always be one of the critical competitive advantages for any business. >>>
Is your customer service team ready to meet new challenges of 2015? In the future customer service will become more savvy about how to deal with issues on early stages and then prevent them. Constantly changing customers’ expectations and preferences encourage brands to embrace a strategy of non-stop adaptation to new technologies and the next generation. Knowing the future trends will facilitate the process of developing the successful customer service strategy.
Our infographic will help you to understand what kind of facts influence the customer service and which actions should be taken to satisfy your customers and improve brand loyalty. When having this information at your fingertips you will be ready to meet and exceed your customers’ expectations.
During the holiday season our customers expect quick, consistent and outstanding customer service which starts from the moment they enter the store or visit your website and does not finish with the moment they pick their purchases up or receive their delivery. The holiday shopping season is a huge opportunity for consumer brands to exceed their sales goals for the year. Generous discounts will attract a higher volume of consumers to your store and this means you’d need to work twice more and twice hard. Thus advance preparation and empowering your team with the right tools for customer service will facilitate your company’s holiday workflow and help to create magic unforgettable moments for your customers.
Foster holiday spirit
Holiday decorations create special mood and encourage your website visitors to begin with a shopping process, especially if you offer gift cards and generous discounts. The right header decoration as well as holiday banners will do the trick and help your consumers dive into the rich offer of merchandises. In addition to your website decorations you might also upload holiday banners to your social media pages where you are going to promote and advertise your holiday deals. >>>