Did you know that there’s such a thing as International Clients’ Day? Although I’ve been in customer service for more than a decade, I first learned of it last week through a special offer email that I got in my inbox. Did you happen to hear about it too?
Whether or not, the fact is that this informal holiday has not been around for that long. Actually, it was proposed (and celebrated for the first time) by Lithuanian and Russian businessmen on March 19, 2010 as an opportunity to show gratitude to their customers. Since then, the occasion has been supported by many organizations and businesses in Western Europe, and it’s constantly expanding, with more companies joining the initiative year by year. Would you join the club too? >>>
Your customer service employees are your brand representatives, the human face and the voice of your company. Their competence, soft skills and communication habits count tremendously toward the quality of the service they provide to your customers and impact overall customer satisfaction.
So what are the most common mistakes made by customer service professionals? In this infographic we’ve collected 15 most dangerous mistakes that can have negative consequences in customer satisfaction and loyalty. Is your customer support team guilty of any of them?
In fact, all of the listed mistakes are easily preventable. Make sure your customer service employees are aware of what exactly they are doing wrong when interacting with customers and provide them with regular training and mentoring to help them grow their professionalism and improve their skills. >>>
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. >>>
We all know how frustrating it could be waiting hours for an email reply or being put on hold for over 30 minutes when all you want is to get answer to one simple question about a product or service you purchased. But can you imagine times when customer service meant having to travel long distances to the original store to get a repair? In fact, prior to the dawn of the 20th century, this is exactly how things used to work!
Customer service as we know it today and the technologies helping to improve it have come a long way. With the invention and the evolution of the telephone customer service has become much easier. Though it took almost 100 years for the phone to become one of the main customer service channels. Then came call centers, email, live chat, sophisticated CRM systems and social media. >>>
Dissatisfied customers are, unfortunately, an inevitable fact of business life. How you respond will determine whether the customer shares on social media how terrible your customer service is or will remain loyal to your company. Lots of brands have gone out of business because of poor customer service. More than ever, customers want to be treated with respect. According to the report Customers 2020 by Walker Information in collaboration with Customer Think and the Chief Customer Officer Council, by 2020 customer experience will overtake price and product as the key brand differentiator.
In this article I will highlight the main reasons why customers leave dissatisfied and will unfold unpleasant facts about the impact of poor customer service on the brand. On the below infographic you will see valuable statistics from NewVoiceMedia and ClickFox about poor customer service effect on the business: >>>
“Politeness goes far, yet costs nothing.” – Samuel Smiles
There might be a huge number of companies offering the same products or services. The critical difference is ultimately how you make people feel when they do business with you and interact with your brand. No matter your business, excellence in customer service etiquette will always set you apart and give you the edge over your competition.
In fact, customer service agents can be the first and only contact point for customers and are therefore the face of a company. Yet many of them are very often blind to the fact that they are losing business every day by not knowing or simply ignoring the essential service etiquette. >>>
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. >>>
Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers. ~ Ross Perot.
To build a successful business, whatever it is, you need to have a clear understanding of who your customers are. So how sure are you that you truly know your customers and what they really expect from your business and customer service? Do you know them at least as well as they know your brand?
Answering those questions might be challenging as today’s consumers are much more sophisticated, much more educated and more demanding as they used to be a while ago. In fact, 72% of them now expect a customer service agent to know their contact information, product information and service history as soon as they engage and without being asked. >>>
In spite of all the tech advancements available for businesses today, many still operate under the presumption that their customers prefer the “good old days” of picking up the phone and relying on a human agent for all their customer support needs. While there will always be place for phone in customer service, in reality the majority of customers don’t really want to go back to the “good old days” and call you to get their questions answered.
The infographic below provides some impressive stats drawn from various researches proving that self-service, online chat and social media are becoming the preferred customer support channels for a growing number of consumers. It’s no wonder that customers all over the world increasingly leverage these channels for customer service, as they allow them to get quick, accurate and relevant answers with no need to being put on hold or having to deal with unfriendly agents. >>>
The key to any business success is building trust and establishing strong relationships with customers as those are the main factors that contribute to customer loyalty and generate more sales. Very often though, we unknowingly create barriers that discourage customers from doing business with us, sometimes simply because we don’t realize they exist.
Assuming that your products or services are absolutely great, do you know what can drive your customers away and prevent you from building long-lasting relationships with them? >>>