While customers’ needs are rapidly changing at breakneck speed, businesses are looking for ways to innovate their customer service and provide highly personalized experiences. How about you? What recent changes have you made in your business to improve your customer experience?
In this article, we'll explore some innovative ideas for improving customer service and keeping your customers happy. From using new technologies and adopting a customer-centric approach, we’ll keep you in the loop. Read on to learn more about what makes a great customer service and start converting customers into loyal ones this 2023.
What are the do’s and don’ts of customer service?
The dos and don'ts of customer service are crucial since they help to guarantee that customers have a favorable interaction with your brand. By adhering to the do's, you can foster a relationship of trust and rapport with your customers, demonstrate your concern for their wants and concerns, and promote positive perceptions of your business.
On the other hand, if you disregard the don'ts, you run the risk of hurting your relationship with your customers and possibly forcing them to switch to your competitors. Below are are some general do's and don'ts of customer service you have to bear in mind:
Do's of customer service
- Do give your customers your full, undivided attention. This entails giving them your whole attention, refraining from rudely interrupting, and, if necessary, seeking clarification.
- Do exercise courtesy and decency. Avoid using jargon or vocabulary that could be interpreted as disrespectful or condescending, and instead, use the words ‘please’ and ‘thank you.’
- Do practice patience and understanding. It's critical to maintain composure and professionalism to resolve any issues that customers may be having while they are annoyed or angry.
- Do apologize. Even if it wasn't your fault, you should sincerely apologize for every bad customer experience. This shows that you care about their concerns and want to make things right.
- Do follow up. It's crucial to follow up with customers after they've complained or had a query to ensure that their concerns have been adequately addressed. This demonstrates your compassion for their issues and willingness to go above and beyond to make them happy.
Don’ts of customer service
- Don't be aggressive or confrontational. Being aggressive or confrontational is among common mistakes in customer service. It can make a customer feel threatened or unheard, which can escalate the situation and make it more difficult to resolve the issue.
- Don't make excuses or blame others. Making excuses or blaming others can make it seem like you are not taking responsibility for the situation, which can undermine your credibility as a support agent. Customers are more likely to trust and respect agents who take ownership of the issue and are willing to find a solution.
- Don't dismiss or invalidate the customer's concerns. If a customer feels like their concerns are not being taken seriously, it can damage their perception of your business and make them less likely to do business with you in the future.
- Don't end the conversation without resolving the issue or ensuring that the customer is satisfied. It's important to follow through and make sure that the issue has been fully resolved.
- Don't be vague or dishonest. Being vague or dishonest can also escalate the situation and make it more difficult to resolve the issue. Customers are more likely to be satisfied if the support agent is upfront and honest about the situation, even if it means delivering difficult news.
What are the 7 qualities of good customer service?
Here are the top 7 qualities of excellent customer service, along with some customer service scripts your support agents may use in talking to your customers:
Empathy
It refers to the ability of a customer service representative to understand and share the feelings of the customer. This means being able to understand the customer's perspective and emotions, and responding in a way that shows that the representative cares about the customer's experience and well-being.
To express empathy, a customer service agent might say, "I can understand how frustrating it must be to have your order delayed. Let's see what we can do to get it to you as soon as possible."
Patience
It is the skill to remain calm and composed, even when dealing with difficult or upset customers. It involves being able to listen to the customer's concerns or complaints without becoming frustrated or annoyed, and being able to respond in a helpful and respectful manner.
A customer service agent can demonstrate patience by saying, "I understand that you're upset. Let's take a few deep breaths and figure out how we can resolve this issue together."
Professionalism
It pertains to a customer service agent's capability for maintaining a professional demeanor when interacting with customers. This entails maintaining the company's standards and ideals as well as acting in a respectful, polite, and appropriate manner.
Here’s an example of a customer service script that follows professionalism: "I'm sorry for the inconvenience you've experienced. Let me help you find a solution to this problem."
Active listening
It’s an important skill in customer service because it helps customer service representatives to fully understand the needs and concerns of the customer. It involves paying attention to what the customer is saying, both verbally and non-verbally, and demonstrating that you are listening and trying to understand their perspective.
Active listening can be shown in a customer support agent’s manner of speaking by saying, "I understand that you're having trouble with your order. Can you tell me more about what happened?"
Problem-solving skills
In order to properly resolve client complaints and difficulties, customer service agents need to have problem-solving skills. This includes being able to determine the primary source of a problem, generate potential solutions, and put a strategy in place to fix the problem.
Here’s what your customer service agent can say to exhibit problem-solving skills: "I see what the issue is. Let me check to see if we have any other options available for you."
Adaptability
It’s a highly important quality in customer service, especially in adapting to different situations and customers in order to provide high-quality service. This means being able to adjust your approach and communication style based on the needs and preferences of the customer, as well as being able to handle unexpected or difficult situations in a professional and effective manner.
Here’s a sample response to a customer to show you’re adaptable to their needs: "I understand that you have a tight deadline. Let me see if we can expedite your order for you."
Friendliness
It is important for customer support agents to be friendly because a friendly demeanor can help to create a positive and personalized experience for the customer. Customers are more likely to have a positive interaction with a customer support agent who is friendly and approachable, and this can lead to increased satisfaction and loyalty.
To express friendliness over the phone, a customer service agent might say, "I'm sorry for the inconvenience you've experienced. Is there anything else I can do to help you?"
How do you innovate customer service: Ideas for improving customer service
There are many reasons why businesses should innovate their customer service, including staying competitive, improving customer satisfaction, reducing costs, and gathering customer feedback.
Are you looking for helpful customer service improvement ideas for your business? We listed down here some ideas for improving customer service to win more customers this 2023:
Implement self-service options
Customers can often resolve their own issues using self-service options such as online knowledge bases or FAQs, or using self-service portals to track orders or resolve issues.
Use live chat support
Live chat support is among great ideas for improving customer service. It allows you to handle simple customer inquiries or requests on your website. This will free up internal resources like customer service representatives so they can focus on more complex issues.
Implement a customer loyalty program
One of the best ideas for improving customer service is to implement customer loyalty programs. It helps businesses to increase customer retention by rewarding customers for their loyalty and encouraging repeat business. This can lead to a more stable customer base and can also help to reduce customer acquisition costs.
Leverage social media customer support
Many customers use social media to communicate with businesses, so having a dedicated social media customer support can be a powerful way to connect with customers and resolve issues.
Offer multiple channels for customer support
Customers may prefer to contact businesses through different channels such as email, phone, or live chat, so offering multiple options can make it easier for customers to get the support they need.
Use customer feedback to improve service
Gathering and analyzing customer feedback can help businesses to identify areas for improvement in their customer service. You may consider outsourcing customer survey services to generate valuable customer insights to improve your service or product.
Outsource to a reliable service provider
By outsourcing customer service, you can potentially gain access to a team of professionals with specialized skills and knowledge in areas such as technical support, language fluency, and product expertise. This can help improve the overall quality of your customer service and allow you to provide more personalized and effective support to your customers.
Outsource Your Customer Service Needs to ManilaPros
Customer service outsourcing is among top innovative ideas you can start in 2023 to optimize your customer service. Multinational companies that have outsourced their customer service have seen massive growth in their profits and operational efficiency. Partner with a reputable outsourcing company today and generate faster ROI from your customer service.
Consider ManilaPros, a leading full-service company in the Philippines. We offer five-star customer care for retailers, including multichannel support, on-brand training for customer support agents, and managed customer service operations. Our 100% quality assurance and above-industry first call resolution (FCR) rate can guarantee increased customer satisfaction and revenues.
Contact us today and learn more about our retail customer care services.
