Here are some tips that will help improve your company's reputation when it comes to customer service!
1. Recruit and train the right people
You need the right people for a job. After all, customer service requires contact with other people who will talk about your company and buy from your company. When it comes to hiring the right people, here's what Callcentrehelper.com recommends:
People with the right attitude are essential to building a successful customer service approach – 'hire for attitude, train for skills' should be the maxim. Once in place, a planned training programme in both job skills and people skills must be maintained. This is not an area for cost cutting if the market gets tough. Consider formal customer service qualifications for all staff.
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2. A positive experience depends on your employees
Improve your performance management
through a positive approach towards change and evaluations. Imagine your employee having a bad day, being demotivated, throwing all at the customers. It's a front desk line and your business is at stake. Would you pretend it didn't happen or would you try and make sure that won't happen again? It's essential your employees are happy, value the company and understand their part in the whole success. Create programnes that recognise and reward their efforts.
3. Understand and recognise the importance of customer loyalty
Good results will keep on coming if you keep on doing what's right for you and your customers. Some say customer loyalty is changing under new trends and that we should look at things in more global terms. However, while it's important to treat all clients like they're gold clients, you should still reward those who really are the golden clients and buy from your company accordingly. When times are hard, your loyal customers will be even more important.
4. Lead from the top
If someone doesn't believe in it, then things won't work out. It's impossible for any high level management to transmit something they don't believe in and to obtain amazing results with people who have no belief in what they are doing. This also apply when we are trying to make changes inside the company and implement new procedures and policies.
5. Pay attention to what customers and employees are saying to you
"Regularly listen to and analyse customer phone calls. Have feedback focus groups and suggestion schemes. Consider speech analytics. Use your own systems to test what customers are facing", explains our previously mentioned source.
6. Welcome complaints
Finally, don't fear complaints. They're important feedback and really help you improve. It's no use only receiving congratulations while invisible problems develop just because you either ignored complaints or not enough people complained about something.