Many businesses talk about delivering top-notch customer service. They understand that to expand their reach, they must provide a unique client experience. However, in their zeal to grow, they may allow administrative procedures and sales targets to get in the way.
In this article, we’ll look at the top-notch customer service meaning and importance to your firm. We’ll then discuss how companies may up their game in this area.
Moving Toward Service Excellence
The Importance of Customer Service
Firms today focus on getting the latest product out to market. While innovation is necessary, just 20% of consumers leave companies because they don’t provide the latest technology.
It’s clear from these statistics that businesses should apply to change their priorities. Instead of focusing primarily on development, they should consider taking concrete steps toward improving their service delivery.
Doing so will improve brand loyalty, reduce churn, and increase each client’s net value to the company.
What is top-notch customer service?
According to Support as a Service company SupportYourApp, the answer depends on your target audience’s expectations. Good service is meeting their expectations. You won’t wow them this way, but you’re not likely to disappoint them either.
Outstanding service goes beyond exceeding their expectations to anticipating their needs. Here’s an example of both in action, based on a real story.
A client called the technical helpdesk for assistance. The consultant realized that the call would be long-winded and advised the client. They worked together on the problem for over an hour, and they resolved the issue.
It’s what happened during the mammoth session that moved the consultant into the legendary service category. The client, speaking to a co-worker, said that they were hungry. The consultant ordered a pizza and had them deliver it.
Outstanding service today is about more than just going the extra mile. Clients expect businesses to do that. It’s about going the extra mile in a manner that delights them and shows that you’ve been paying attention.
If we consider the example above, it wasn’t the pizza that wowed the client. It was more than the service specialist listened carefully and provided a thoughtful solution.
Improve Service Within Your Organization
Get the Company Culture on the Right Track
Firms must foster a genuine desire to serve the client within the organization. The company culture must align with this goal entirely, with all players on-board.
Many companies, for example, pay lip service to deliver an outstanding client experience. They then expect employees to deliver on high sales targets that make it challenging to give each client the service they deserve.
In the short-term, this approach may work, but the long-term damage to morale is difficult to counteract. Clients will notice this when dealing with consultants.
Firms must actively remove stumbling blocks in the way of delivering outstanding support.
Consider Each Touchpoint
Don’t stop at just the call center or frontline personnel. Consider any other potential touchpoints that the client may come across. You may, for example, analyze your sales procedure. Is it simple for the client to save items and complete their purchase?
Another example is with blog posts. Do the posts discuss the topic thoroughly? Are they a great source of information and resources?
Outstanding service centers on anticipating what your client at different stages of the sales journey.
Provide Live Support Options
Automation is set to save the customer service industry billions annually. Those savings, however, may come at a cost businesses cannot afford to pay. 47% of consumers want the option of dealing with a human consultant.
Firms may use chatbots and other AI-based technology to supplement service delivery. An automated instant chat feature helps solve simple queries. Even so, there will always be issues that the bots can’t handle.
Providing well-trained human consultants fills in the gaps. Companies that cannot deliver this level of support may outsource their call centers to BPO providers like SupportYourApp.
Train your Service Agents
Dealing with the public requires tact, excellent communication skills, and a willingness to listen. Agents should be:
- Patient: Allowing clients to complete their full train of thought is essential. Consultants often feel that they know what the answer is. By cutting off the client before they explain fully, the agent may miss nuances that could be useful.
- Adaptable: Dealing with several types of clients requires agents to think fast and be able to adapt their approaches.
- Empathetic: If consultants can imagine themselves being in the client’s shoes, they’re more effective. They’ll better understand how to choose the correct solution and won’t take client irritation personally.
- Reliable: Agents must deliver consistent service every day. They should be reliable to both the company and the client and follow through on the promises they make.
Provide Ways for Clients to Give You Feedback
Many companies understand the importance of allowing a client to provide feedback. They’re quick to ask clients to complete a brief review of service interactions. The downside of these short survey type questionnaires is their prevalence.
Clients may be asked to complete them several times a week. At some stage, however, they become tired of this intrusion. Consumers may even begin to resent what they see as a waste of time.
Firms may combat this in one of two ways:
- By providing clients an incentive to provide feedback.
- By giving the consumer ways to leave comments and suggestions where it best suits them.
Companies today must make top-notch customer service their priority. They’ll do this by monitoring various touchpoints, accepting client feedback, training their employees, and providing live support.
In many cases, service is the primary differentiating factor between firms. For nine out of ten customers, it’s also the most crucial element in securing their loyalty. Companies that don’t try to improve in this area are at risk of being left behind.