Good customer service is a daily must for any company. It is essential to ensure the success of any business. To help you, we have separated 30 essential tips to always serve your customers well.
What company can be successful if it does not provide good customer service on a daily basis? You’ve probably already stopped to think about this question and the answer was bound to be: none.
Serving consumers well is not just a matter of necessity. It is a strategy for any business to be able not only to remain active, but also to grow.
It is unthinkable to act in a way that ignores the wishes of those who are the reason companies exist, the customers. Customer service is therefore something that cannot be neglected within organizations.
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In fact, we must go further on the subject. Having a team specialized in both support and onboarding is something that every manager must always be aware of.
Only with great customer service can companies be seen as a reference where they operate. And to make this clear, this easier mission, is the purpose of this article.
We’ll talk not only about the importance of this task, but we’ll also show you how to serve customers well every day with some rules.
Come on? Good reading!
Why is good customer service so important?
You might find the answers to this question obvious. Some, in fact, are. First, because companies without customers are nothing. Right.
But the importance of good service is a matter of marketing strategy as well as sales. Obviously, this is not an easy mission to accomplish in the routine of companies.
However, it is necessary to try to optimize the internal processes as much as possible. Understand: it’s a matter of life and death.
Only with quality customer service is it possible to:
- Avoid churn , which would negatively impact metrics such as LTV or sales forecast;
- Build customer loyalty and win the so-called upsell ;
- Make the customer a brand evangelist. His experience will have been so good that he will recommend it to others;
- Reduce CAC, sales cycle and improve business results (directly linked to item 3).
Customer service: 30 tips to use every day in companies
But then how to succeed in this task that seems so arduous? There is no magic formula for this – like nothing in life.
But following some rules helps and makes this job of serving clients more assertive.
With that in mind, we have separated for you 30 of these tips on how customer service should be, within companies, so that this is not an endless headache.
1 – Understand that every customer matters
Not only large accounts, or customers with greater purchasing power deserve to be served well. Every customer matters and this needs to be made clear. It doesn’t matter if he pays the company too little or too much.
Everyone has their needs and can become both evangelizers and detractors of the brand.
Which one do you prefer?
2 – Act with sincerity
Be honest when someone comes to you looking for answers. If the company made a mistake with it, talk, assume and find the best way to maintain customer satisfaction.
Trying to make up for mistakes that may have come from the company is not honest and customers notice this easily.
3 – Make him comfortable
Make customer service more comfortable for everyone. Quickly tell the customer that you’ve received their demand and that you’re internally evaluating how best to help.
Those who have a problem are in a hurry, but small actions can make this time of service less uncomfortable.
4 – Be patient
You don’t know the pressure, professional or personal, the customer is going through. We all have a lot of daily struggles and you need to be aware of this in order to be patient when serving the customer.
Even though he may be rude and raise his voice, keep it calm.
Listen to the problem and show the way so that it can clear up all the issues as soon as possible.
5 – Try to be charismatic
Even if the context is chaotic, try to be calm and speak lightly, whenever possible, with the client. It’s not about making jokes or anything.
But putting an emoji after a sentence in an online service, for example, makes the conversation a little less cumbersome.
But, of course, be sure to let us know what you need.
6 – Always be aware
Don’t let tickets accumulate. We are not always able to work 100% of the time focused, and this is perfectly normal.
But inattention can be costly. And then, we are also talking about those who are not yet properly customers.
If someone approaches the chat asking for information about a product or service, act quickly and respond. Otherwise this lead will go cold and the sale could be lost.
7 – Humanize customer service
Fast and automatic responses, catboats and process automation are important, of course. But the humanization of service is still essential to make the customer more secure.
He is a person and feels more confident when someone else answers, listens and solves his problem.
It gives more peace of mind, even if the issue is not remedied immediately.
8 – Search for connection
To be able to better serve the customer, it is important to create a connection with them. Especially in the onboarding process, when the customer enters the company.
It can be an initial conversation to break the ice about football, weather, among others. 5 minutes to “play small talk” doesn’t hurt anyone – quite the contrary.
9 – Assume your responsibilities
If you forgot to respond to the customer saying that you would contact him in 2 days, for example, acknowledge that you forgot.
Apologize, but already offer him the solution.
Even if you’ve missed the ball, recognizing this is crucial. We are all human beings, susceptible to mistakes and the customer knows it.
10 – Don’t let the person wait too long
Setting up an auto responder for emails, chats or other channels is important. But it is clear, there, that it is an answer already configured, without a person still looking at the problem.
It is vital that the company’s SLA does not take too long. Try to answer everything as quickly as possible. In 24h can you do it? Try 48h then.
But don’t take too long, the competition can be more agile than you.
11 – Have resilience
Adapt to the situations that arise in front of you. Know how to talk to all types of customers. Not everyone is the same, they have the same level of knowledge and even patience.
Being aware of this makes it easier to be patient and also to be able to comply with the next rule below.
12 – Be didactic
Say that for the X question, the Y form is the best way to solve your problems. Speak calmly and use more direct (not rude) ways to show how the issue is resolved.
You will see that by doing this you will be able to reduce the number of calls. If you are didactic, whenever the same question arises, the customer can consult the conversation you had and solve the problem on his own.
13 – Have good content at hand
In order to be didactic, always have content on hand when performing customer service.
Texts explaining how a certain thing works, videos that help to configure something or solve problems, it doesn’t matter.
But for that, talk to the marketing team.
Expose the main issues that come to the support team and combine with them the best way to create content that tackles these issues.
14 – Always generate value
Always seek customer success. For this, it is necessary to generate value for him from the first contact in the service.
This is not always possible, of course, as some issues are thicker than others. But know how to listen. Listen, write it down, and step back for a moment to get the big picture.
The sooner you can help him, the more satisfied he will be.
15 – Be organized
Being organized is a basic item to serve customers well. Have emails recorded, conversations saved, even to know where you left off.
If problem X has already happened to another customer, you can look at the previous service log and see how the issue was resolved. Good right?
16 – Have empathy
Put yourself in the other person’s shoes. Understand that she has doubts of all kinds, however basic they may be. Whoever is talking to you may not even understand your own business. After all, you may be a new manager who is still learning about the work. Therefore, empathy is essential. Both to show how what the company sells works, or to demonstrate features or good practices with what has already been sold.
17 – Know the customer
TEMPLATE READY TO FILL WITH THE IDEAL CUSTOMER PROFILE (ICP)
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Knowing the ideal customer profile is essential to make the work of the service team more assertive.
Knowing this you will be able to identify some patterns in the way of acting and will be able to repeat successful actions.
Otherwise, it will be more complex, more time-consuming to serve the customer well. And often time is what both the company and the consumer do not have.
18 – Know that service is not just a support area
Customer service isn’t just about support when things aren’t going right. The customer success sector needs to be well structured so that it can have the best possible experience at all times.
Designate one or more professionals who will be the guardians of best practices, the best way to use the products and/or services sold.
19 – Do not raise your voice
Often times, the situation is tense, the client nervous (may be being pressured by a superior) and tempers run high.
But if the support team raises their tone and voice, bad things can happen. The chance of a churn is great and this can impact sales and other important metrics.
So, no matter how nervous the customer is, be the point of serenity.
20 – Take advantage of technology
Use technology for better customer service. Chabot’s, Skype, What Sapp are important. In fact, you can create your own What Sapp link to serve customers.
But, who knows, creating a support funnel and success cannot be an alternative?
A good Online CRM allows you to do this.
Thus, with email templates, automatic actions, call registration and actions, everything is registered and no point of the consumer’s need is lost.
21 – Impose limits
Having multichannel service is important, but it needs to take place within limits. Companies have hours for operation, as well as employees to fulfill their working hours.
Serving the customer needs to take place within this reality. It’s not healthy to be 24 hours a day answering customer calls via What Sapp or Skype, right?
Rest time is for… rest. To be able to recover energy and serve the customer well during business hours.
Otherwise the customer will think he can talk whenever he wants and however he wants to with you and the company. And that’s not cool.
22 – Invest in multichannel service
Multichannel service is important to make the customer experience much better. This is done by adopting an Omni channel strategy.
With it, the service can start on one platform and end on another.
All this without having to go back to square one – which would certainly irritate those who need help a lot, right?
23 – Improve yourself
Try to be always up to date on what the company sells and how the products or services offered to the market work.
Applying agile methods helps to stimulate internal knowledge. Not only from processes already carried out in the enterprise, but also from studies and practices from other places.
24 – Don’t be “dry”
The customer has come to you with questions and needs to realize that you care about him. Being “dry”, answering shortly does not make a good impression.
In fact, it makes you understand that you’re grudgingly tending to him. And that’s not good for those who want to have the customer as a brand evangelist, right?
25 – Use a playbookBottom of Form
Did you use an email that brought good feedback? Did you adopt an approach strategy that made the problem more easily resolved?
Did you use a good customer service phrase? Then register everything in the sales playbook.
This way, the entire team will know good manners on how to serve the customer well, making everyone’s work more assertive.
26 – Talk to the sales team
Maybe there will be a lot of tickets for the support team because the sales team, despite selling, is not generating value for the customer.
What can you do? Talk to her.
It needs, in the sales pitch, to be as didactic as possible so that the solution is understood immediately. This facilitates the work of onboarding and, of course, the customer support area.
27 – Hold feedback meetings
Feedback meetings are essential to know how everyone’s work is going. Propose for them to take place at the company you work for.
The focus has to be, above all, customer relationship management. And only being attentive to improve processes will this be possible.
28 – If you don’t know, ask
It’s okay not to know the answer right now. Not having the 100% ideal solution at the time of customer service.
However, communicate that you no longer know that you are going to pursue the solution as soon as possible. Look for her, talk to whoever needs it.
And, of course, don’t miss the stipulated return deadline – even if you haven’t deciphered the riddle yet.
29 – Understand that the company’s image is at stake
When you are serving the customer, it is the image of the company that is being represented. So, think very carefully about how to act when things go out of “plan”.
It will do no business any good to be impatient or rude to customers. They talk to each other and, well, you know, bad news comes fast.
30 – Conduct satisfaction survey
The company needs to show that it is concerned with constant updating. After a service, worry about how to calculate customer satisfaction.
Submit a survey to analyze support and/or onboarding and make it clear that the answer is essential for an even better job for the company.
To seek excellence in service. That’s why it’s important to follow up on post-sales.
With these tips, the mission to better serve consumers every day will be easier, regardless of the business segment.
Of course one tip or another works best for a specific industry. But, generally speaking, these are rules that cannot be set aside.
So, how can we help you?
Also, enjoy and read two articles that can help you in your day-to-day work.
The first talks about how to create an after-sales funnel to retain customers.
The second deals with the 5S methodology.
It can help you identify bottlenecks to better serve the customer.