Nothing can sink your brand faster than poor customer service. Exceptional – or even acceptable – levels of customer service seem fleeting today:
- As a “valuable customer” you are asked to hold on the phone as number 24 in line while “we are helping other valuable customers”;
- Online, you are offered a laundry list of FAQs and poorly-defined options, none of which adequately addresses the problem or concern that a short two-minute discussion with an informed customer service representative can fix.
- In day-to-day client/provider communications, it’s the attention to detail that’s critical: You can’t overlook a single component of a request. If you do you run the risk of a failure that can domino to poor response and loss of income.
- Well trained, well-spoken, and fully informed employees, ready to help the customer;
- Staffers who actually smile while going about their business. Numerous studies have shown smiling while offering telephone aid is evident on the receiving end of the discussion;
- A call system with the bandwidth to accommodate callers with only the briefest of wait times;
- FAQs that actually address pertinent questions with options to either speak to someone or engage in online chat immediately, without delay;
- Strong email communication guidelines. If you’re providing email support to customers, you may not always have an answer for them the same day. Don’t leave them hanging. An email acknowledging the delay but assuring the customer you’ll be “on it” the next day is always well received;
- Representatives who observe ‘the golden rule’: treat people as you’d like to be treated yourself.