As a business owner or entrepreneur, your enterprise likely relies on the satisfaction of your loyal customers. Customer service is still a crucial element of business success, despite the online world slowly overtaking face-to-face exchanges. You still need to make your customers happy and ultimately convince them to keep returning to you.
In this post, you will find five tips to help your team get better at customer service. Even if your team is strong and reliable, there is always room for improvement!
Optimize Your Customer Experience.
If your team members understand your customer’s journey, they are more likely to provide a better customer experience. Often, they are only familiar with a small portion of how the company actually delivers products or services. A great place to start is with Customer Experience Optimization, also known as CX optimization. CX optimization is becoming increasingly important, especially for small businesses trying to compete with large corporations. By analyzing, testing, and receiving feedback about customer’s user experience, you can identify any weak points. Companies such as Speero also offer training courses to fill gaps in your team’s CX optimization know-how. Once you identify and address any weaknesses, you can develop a strategy that will keep your customers happy and increase employee productivity and profits.
Encourage team members to step into the customers’ shoes.
Empathy is one of the best tools for fantastic customer service. Being able to envision how the customer feels in that moment, both in positive and negative situations is essential. In positive moments, stepping into your customer’s shoes is beneficial to best keep the momentum going and maintain a positive relationship.
In times of complaints or misunderstandings, empathizing with the customer will allow your company representatives to remain calm and solve the situation as quickly and successfully as possible.
Practice exchanges through role play.
The best way to train employees in customer service is to have them act out typical scenarios with customers. Not only will this prove to you they can do the job properly, but it will also equip them with the confidence they need to deal with any situation.
Instilling confidence in your team will help them to be more assured when speaking with customers. As a result, the overall customer experience will improve, giving your company a better reputation!
Offer incentives.
Ultimately, incentivizing your team to provide great customer service is a surefire way to see a boost in performance. If you incentivize your employees by, for example, offering rewards for positive reviews, you are likely to see them go above and beyond the call of duty. Incentives are a simple solution to lackluster customer service; you’ll see, it works every time!
Invite guest speakers to motivate your team.
Sometimes, when you’re the boss, your words go over people’s heads. It is easy to be seen as a ‘nag’ when you always tell them to improve and get better. Inviting a guest speaker, an expert in customer experiences, or a successful entrepreneur will motivate your team to reach new heights in their work. Sometimes it takes an outside influence to help people try new ideas and be inspired and motivated to do better.
Whether or not your company provides great customer service can make or break your business. You want to create a company culture that focuses on the customer experience to keep your customers happy. If your customers are happy, not only will they continue to buy your products or services, they will also refer you to friends and family. These five tips will assist your team in offering the best service possible. Here’s to YOUR success!
Carolyn R. Owens has over 25 years of proven experience and serves as a Career Strategist, Leadership, and Mentor Coach. She is the Chairwoman and CEO of Infinity Coaching, Inc., where they help you up-level your skills so you can up-level your income. Infinity Coaching, Inc. provides one-on-one and group coaching, organizational training, and personality assessments. Carolyn is certified to give the Energy Leadership Index and Myers Briggs Type Indicator (MBTI) assessments. You can find out more about both assessments and other products and services at https://infinitycoaching.net.
