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21 rules the best customer service teams know - and follow

The profession that great customer service reps practise entails much more than merely answering customer questions. The greatest reps are your foot soldiers, your people on the frontline of the battle - the battle of winning your customers’ hearts and minds! They’re your company’s ambassadors in flesh and blood, going above and beyond to create a great experience for each and every one of your customers.

Experience is everything. Customers are eight times more likely to talk about a negative customer service experience than a positive one. In today’s social media empowered world, this can very quickly result in widespread bad publicity.

Here are 21 rules that the best customer service teams follow to make sure none of this happens. From basic to great, how far do your reps make it down the list?

  1. Listen to your customer. Are we stating the obvious here? We sure are - but this is not just a cliché. Think about it: your customer has reached out and possibly paid for your service or product. S/he has every right to be the center of your attention. It’s just for a short period. Pay attention and do your utmost to help!

  2. Use your customer’s name. Personalization of the customer goes a long way. Too often customers feel like ‘just another number’. Scientific studies like this one have shown that certain areas of the brain light up quite like no other when we hear our own name. We love it!

  3. Communicate clearly. There is nothing more infuriating than a customer service rep who cannot communicate clearly. S/he is the customers’ direct line of contact to your company, and making things clear and simple for the customer will do wonders for your business.

  4. Act quickly. Nearly 3 in 4 customers expect complaints on Twitter to be answered within the hour. At least half of all customers with complaints will give repeat business if the complaint is resolved. And 95% will give repeat business if the complaint is resolved quickly. Basically, fast service is hard to argue with.

  5. Put the customer first. The customer potentially has the most power, so put him or her first. All it takes is one negative review to go viral to have dire consequences for your company.

  6. Always remain professional. Being polite and perfectly mannered is all well and good. However, taking professionalism to the next level is what can separate you from your competitors. Professional customer service is luxury customer service, and customers will recognise that.

  7. Make yourself knowledgeable. Customer service reps have to know everything about everything in their field of expertise (the products or services you offer), period. If the customer uses the product every day, then your team members should know what it’s like to use the product every day. Your team has to be ready for any curve ball the customer may throw at them. Knowledge is power!

  8. Get used to working under pressure. It’s hard to imagine what it’s like to do your job while you constantly have someone breathing down your neck. Good customer service reps manage this type of stress on a daily basis, and do not let it affect their productivity.

  9. Beam out confidence. Have you ever had a positive customer experience during which the customer service rep ‘umm-eddd’ and ‘eerrrd’ away? I bet you haven't; stammering reps don't inspire much confidence in their company. So sell the solution like a zen master! If you don’t know the answer to the problem, just say it: “I don’t know the answer to that right now, but let me find out for you.”

  10. Deal with each situation as if it's new. Even though situations get repetitive, there can be no short cuts in explaining the situation and why a particular solution is the best one. For customers, it's all new. Give the impression that his or her situation is unique (even if it’s not). Making every customer feel valued is the best way to guarantee a repeat sale.

  11. Ask the right questions. Great customer service reps know how to get to the heart of the problem by asking the right questions. It is not unusual for customers to be shy, vague, or clouded by anger in describing their problem, and good customer service reps recognise this and dig deeper. Effective questions also let the customer know that the representative understands the product and the potential problem.

  12. Negotiate. Great customer service reps are great negotiators. Why? Because the customer sees himself as more powerful in the relationship. The rep has to know how and when to say no.

  13. Read the customer. We’re not saying your customer service reps have to be psychic, but being able to pick up on customers’ emotions is a huge advantage. If they can read a customer, they can guide him or her at an appropriate pace, make negotiations easier, and make the customer feel heard.

  14. Be quietly persuasive. Good customer service reps guide customers to a decision rather than dictate it to them. You can achieve this through story-telling (where customers can relate their situation to yours), and adding personal touches to your relationship with the customer. Try making a small comment about things you have in common, or something else that naturally comes to mind whilst talking to your customer.

  15. Be empathic. Great customer service reps know that showing empathy is a good path to building trust between them and the customer. Being able to step back and understand the situation from the customer’s perspective is essential for diffusing difficult situations, and long-term customer retention.

  16. Focus on the YES. This doesn’t mean giving the customer whatever he or her wants. It means that there are always alternatives; ‘no’ is simply not an option. Zappos, a major online shoe and clothing shop, received a call from its CEO requesting a pizza be delivered to his hotel as a joke. Although it was completely out of the job description of the customer service rep, and unaware it was her big boss calling, she researched pizza restaurants in the area and had it delivered anyway.

  17. Recognise when to exceed expectations. In March last year, United Airlines went above and beyond the realms of customer service when a passenger on his way to see his mother one last time in hospital, was due to miss his connecting flight. The flight crew radioed ahead to the other plane to delay itself, so the passenger would make his flight.

  18. Ask for feedback. In terms of service, customers can also be just as valuable to us as we are to them. Understanding a customer's needs and wants is key to innovation and to delivering a five-star product. Listen to your customers, and they’ll tell you what they want.

  19. Sell the solution.Customers want to believe they are getting first class treatment. Great customer service teams provide options where possible, selling the best one (aka the one they want to sell). It shows customers they have really thought things through.

  20. Make sure to follow up. This is the bread and butter of customer service. Everything a customer service rep does after solving the initial problem counts as a bonus, and there is no speed limit on the extra mile. Following up with customers when they think they were just another annoying task in your day, can make a world of difference in making your service memorable.

  21. Surprise your customers. Good reps know that surprising customers is one of the best ways to make their company memorable. Even if it’s just a small gift voucher or freebie for your product or service, it allows the customer to get you know you better - and it’s cost effective.

If you’ve checked the boxes this far down the list, then your customer service team is on the right track. And so is your business. After all, the best way to be successful in business is providing great customer service. Happy customers are loyal customers!

Melhorar a sua conversão on-line através de um melhor serviço ao cliente

Serviço ao cliente é uma das ferramentas de marketing mais eficazes que uma empresa tem ao seu dispor. Fornecer respostas rápidas e eficazes para as consultas dos clientes é a melhor maneira de incentivar a venda.

Pense desta forma: se um cliente lhe fiz uma pergunta na vida real, você não iria ignorá-lo, dar uma resposta enlatados robot-like, ou apenas acenar vagamente. Você faria o seu melhor para fornecer uma resposta útil. Surpresa surpresa, atendimento ao cliente on-line não é diferente.

Infelizmente, o Pobre padrão de serviço on-line de hoje sugere que muitos proprietários de lojas de web simplesmente pensar "construí-lo, e os clientes virão". http://www.entrepreneur.com/article/227850 texto: Eles estão errados: bom atendimento ao cliente é uma maneira infalível para garantir mais negócios e, finalmente, melhorar a sua linha de fundo.

Ver as coisas através dos olhos do cliente

O serviço de cliente não é apenas uma caixa para ser assinalada quando você está a criação de uma empresa; os clientes são raison d'être do seu negócio e se você quiser maximizar os lucros, é melhor você tratá-los adequadamente.

Virgens Hotéis saiba disso: em sua nova construção da Chicago http://www.forbes.com/sites/micahsolomon/2015/03/16/the-answer-is-yes-now-what-was-the-question-building-a-customer-service-culture-of-yes/ texto: telefone em cada quarto tem apenas um botão, além do teclado de discagem. Esse botão é rotulado "SIM!", E é o único que os hóspedes precisam quando querem alguma coisa. Não há necessidade de descobrir se eles precisam as cozinhas, a recepção, o manobrista, o departamento de limpeza ... basta pressionar o botão e deixar a empresa de fazer o resto do trabalho. Isso é verdadeiramente serviço orientado ao cliente.

É o oposto polar do https://www.casengo.com/blog/3-golden-rules-for-writing-a-decent-customer-email/ texto: serviço de e-mail que recebi de outra marca internacional , quando a resposta à minha pergunta era para me pedir para clicar em um link e rede de arrasto através de uma lista de todos os seus escritórios em todo o mundo para descobrir qual deles devo entrar em contato. Será que eles obter o meu negócio? Eu vou deixar você adivinhar.

Faça-o pessoal

Fazer negócios on-line pode se sentir anônimo. Às vezes isso é bom, mas seu negócio pode atrair o tipo de cliente que quer http://www.blountchamber.com/chamber-news/388/know-what-your-customers-want-to-keep-relationship-strong texto: sensação reconhecido e apreciado. Eu comprei recentemente alguns pratos de loja virtual Holandês http://www.damesvandethee.nl/ texto: Dames van de Ti. A transação foi simples e eu não precisa - nem quer - qualquer correspondência adicional do negócio.

Mas eles encontraram uma maneira de me mostrar que minha empresa foi apreciado por dobrar duas amostras de tamanho generoso de chá a granel para o pacote, junto com alguns saquinhos de chá. Isso foi o suficiente para me mostrar que minha compra foi apreciado, eles foram detalhista, e eles realmente esperava que eu iria voltar.

Mesmo quando fazem negócios online, as ações falam mais alto que palavras. Esse pequeno gesto foi muito mais eficaz do que o e-mail mais jorrando me dizendo o quanto eles apreciaram o meu negócio.

Atendimento ao cliente: não um extra opcional

No varejo face-a-face, o lema é "Se o cliente não pode ver um preço, as chances são eles não vão comprá-lo." Isso não é realmente um problema em uma loja virtual (se for, você precisa ter uma discussão urgente com o seu web designer). Mas tem um equivalente online - que o cliente não pode obter respostas às suas perguntas, as chances são eles não vão estar de volta.

A maioria dos varejistas on-line não percebem isso. Eles vêem o serviço ao cliente como um extra opcional, a algo "nice-to-have ', mas isso não afeta sua linha de fundo. Eles não poderia estar mais errado! A resposta rápida é um fator-chave para determinar se ou não um cliente vai ir em frente com uma compra.

Mais da metade das pessoas entrevistadas em um estudo disse que http://www.moneytized.com/real-time-communication/ texto: falta de interação com uma pessoa viva real os tinha causado para não comprar online. Lembre-se, porém, que https://www.casengo.com/blog/dont-just-deliver-fast-customer-service-be-effective/ texto: a qualidade da sua resposta é , pelo menos, tão importante como a velocidade. Não fique tentado a usar chat ao vivo, se você não tem tempo para compor uma resposta útil. Leve-o ao e-mail e fazer o certo.

título do novo marketing

A Economist Intelligence Unit acaba de lançar o que pode vir a ser http://futureofmarketing.eiu.com/briefing/EIU_MARKETO_Marketer_WEB.pdf texto: o relatório da década de serviço ao cliente (PDF). Quase 500 CMOs e executivos de marketing sênior de todo o mundo compartilharam seus pensamentos sobre o futuro do marketing. O takeaway chave? Dentro de poucos anos, não os caras de atendimento ao cliente e os galões, mas * a equipe de marketing será responsável pela experiência do cliente.

Não se sentar ao redor e esperar por esta tendência inevitável de acontecer: fazer algumas mudanças agora para servir os seus clientes ainda melhor no futuro (e manter o seu emprego seguro para arrancar). Nós escolhemos alguns dos pontos cruciais do relatório para você começar.

1. A natureza do engajamento está mudando

Graças à internet e, em especial, mídia, social, idéias antiquadas de engajamento da marca são uma coisa do passado. Enquanto os clientes que simplesmente gostam que sua marca representa ainda são importantes, capturando sua atenção não é mais apenas uma questão de construir uma imagem e sentando-se para trás para ver que ele apela para.

Como noivado se torna cada vez duas vias, graças à mídia social, equipe de atendimento ao cliente precisa de trabalhar em estreita colaboração com a equipe de marketing para garantir que toda e qualquer comunicação encapsula a mensagem da marca Não deixe a imagem de marca completamente para a equipe de marketing. - a maneira como você lida com seus clientes é o aspecto mais essencial. Trate seus clientes mal e eles não vão voltar = fim do noivado. Tratá-los bem e defender sua etiqueta da marca é a essência do novo envolvimento do cliente.

2. Digital, digital, arte digital

Quando perguntado as áreas em que eles precisam para desenvolver habilidades em sua operação de marketing, 39% dos entrevistados disseram que a tecnologia e engajamento digital fosse seu foco topo. Surpreendente? Na verdade, não. Dado que mesmo departamentos de serviço ao cliente - que estão atualmente na vanguarda do engajamento digitais - parecem estar tendo problemas para manter-se com o uso dos consumidores de tecnologia, não é exatamente sobrancelha de angariação de que os comerciantes não estão no topo das coisas também.

Empresas (como a sua) que realizam atendimento ao cliente on-line tem uma vantagem nesta área, mas isso não significa que você pode dar ao luxo de ser complacentes Escovar acima em como https://www.casengo.com/pt/blog/. Https: //www.casengo .com / blog / 3-golden-regras para a escrita-a-decente-cliente-mail / texto: escrever e-mails grandes serviços ao cliente que, na verdade, responder a perguntas dos seus clientes; auxiliar os clientes nos seus canais preferidos; manter um olhar atento sobre os novos desenvolvimentos (por exemplo https://www.casengo.com/blog/how-to-whatsapp-your-way-into-extraordinary-customer-service/ texto: a crescente popularidade do WhatsApp). Se o departamento de marketing da sua empresa está dobrando para assumir seus deveres, snooze e você vai perder o controle desse lado das coisas.

3. Assumir a liderança na experiência do cliente

Tradicionalmente, o departamento de serviço ao cliente foi responsável pela experiência do cliente. Essencialmente, o negócio criado e fornecido um produto ou serviço, o departamento de marketing promoveu e equipe de atendimento ao cliente tirou de lá. De acordo com o relatório, cerca de um terço do pessoal de marketing estão atualmente em responsável pela gestão da experiência do cliente - mas 75% dizem que eles serão responsáveis ​​dentro de três a cinco anos.

A menos que você está planejando para ser aposentado por então, é melhor você dar uma olhada pró-ativa em como você pode começar a integrar algumas dessas funções de marketing em suas tarefas de atendimento ao cliente. Departamentos de serviço ao cliente precisa https://www.casengo.com/blog/how-to-whatsapp-your-way-into-extraordinary-customer-service/ texto: criar seus próprios roteiros da viagem do cliente para garantir que eles não estão perdendo oportunidades para melhorar a experiência do cliente. Em atendimento ao cliente, como na vida, a roda estridente começa a óleo - aqueles que se queixam são os que recebem assistência (em um modelo de atendimento ideal, de qualquer maneira).

A questão é o que acontece aos clientes que não chegar ao seu departamento de serviço. A estreita cooperação com o departamento de marketing pode ajudá-lo a criar maneiras de manter contato com esses clientes antes de perdê-los - ou antes que você está simplesmente pediu para entregar as suas responsabilidades para o departamento de marketing.

Seria ridículo para nós para sugerir que nós podemos dizer-lhe como renovar abordagem de atendimento ao cliente de sua empresa em um curto post. No entanto, é importante perceber que a escrita está na parede para a separação tradicional de marketing e serviço ao cliente. O tempo para começar a olhar para alternativas é agora, porque as mudanças estão vindo se você está pronto ou não.

The great value of customer reviews

It’s all about the money, so it’s only logical that budgets and spending determine your agenda. Especially in the fast-moving environment of e-commerce it can be hard to maintain true focus on customer satisfaction. After all, redesigning your online shopping basket or improving something crucial on your website may lead to a direct increase in conversion in the short term – so that’s where you put your money.

But what about the long term? How important is the experience of your existing customers to your business? Let’s take a look at the importance of customer reviews.

Customer reviews teach you how to improve

“Your most unhappy customers are your greatest source of learning.” Bill Gates said that, and he was right. Great businesses constantly monitor what their customers want and what they experience whilst shopping. Whether posted on a review platform or on social media, customer reviews show what people really think about your brand. And that’s a good thing: even though you probably never really meet your customers face-to-face, reviews allow you to learn which aspects of your business you can improve, from packaging to customer service.

Your customer’s honesty about what they find annoying makes improving customer experience a very straightforward task. It doesn’t involve high-level discussions or endless meetings: just read those reviews frequently, make a to-do list, and solve the root causes of the negative comments. The reward is the elusive, yet oh-so coveted, customer loyalty.

Customers don’t think about your agenda. For them it’s merely about their personal experience with your business. So don’t overlook the value of small improvements. What should you focus on first? It’s a tough choice, especially for us human beings, with our natural tendency to seek ‘breakthrough’ changes. “Don’t look for the big improvement,” the American basketball player John Wooden once said. “Seek the small improvement one day at a time. That’s the only way it happens – and when it happens, it lasts.”

So go on: add a personal thank you card to each order, answer just a tiny bit faster, follow up consistently, add a new product a few customers suggested – you name it. These small changes can do miracles for the lifetime value of your customers and the likelihood that they’ll refer their friends to you.

Customer reviews can bring you more revenue

Apart from learning how to improve customer experience and future revenue, customer reviews also have an impact in the short run. Let’s share three ways in which customer reviews can increase your bottom line.

1. Be the best at customer service

Online price (s)hopping is easy. And so is customer service shopping. Two-thirds of consumers (PDF) are willing to pay more if they believe a company provides excellent customer service. Lower prices won’t stop them from taking their business elsewhere if they don’t like what they come across.

If you potential customers read a tweet about how crappy your customer service is, they will ignore you, even though you seem to be a little cheaper than your competitors. And the opposite it true as well: the more good reviews they come across, the more sales you’ll make! Customer reviews can make your business – or break it.

2. Ask your happiest customers for a referral

The #1 reason for people to write reviews is to help other consumers make good decisions. Your happiest customers will take it one step further: they are often willing to refer other people to your business.

Those referred customers actually spend 16% more over their customer life cycle than other new customers.

So do have a look at your client base and find out which customers return over and over again – and ask them kindly for a referral.

3. Double down on customer reviews with social media

In essence, each tweet about your company – whether positive or negative – is a small review. The positive tweets are great, and you’ll happily retweet them. But the negative tweets? Not so.

If you’re doing things right, not only will customer reviews make you look good on your testimonial section, but your happy customers will start tweeting about your business without you prompting them to do so.

Positive reviews not only increase conversion, but can also get you some new traffic – and you won’t have a spent a dime on ads!

Black Friday: price versus service

Black Friday (November 28) is coming up! Is your customer service team ready for the busiest online shopping day of the year? Traditionally, the day after US Thanksgiving has been a day for massive discounts in retail outlets. In recent years the trend has spread online and around the world.

Are you thinking of taking part? It’s tempting to focus just on turning over lots of stock, but the support you provide to first-time customers on those days will make a lasting impression.

Black Friday: come for the prices, stay for the service

Time after time, surveys have shown that potential buyers rate customer service as being more important than price. I’m not going to pretend that price isn’t important on Black Friday – nobody’s going to come running to buy from you just because you promise good customer service. But once you’ve snagged customers with your low prices, you have a much better chance of keeping them by backing up those great prices with stellar customer service.

My personal experience backs this up – on one occasion, trawling the net for the cheapest printer ink prices, I came across 123inkt.nl. I figured I had nothing to lose by giving them a go. My order arrived the next day and soon afterwards I received personal follow-up. Turns out I’m not the only one who’s been impressed by the great customer service. I couldn’t really tell you where I bought my ink in the past; I just shopped around for the lowest prices. Once you feel like a valued customer, you’ll remember the business and keep on returning.

Quality service remains long after price is forgotten

Of course, the opposite also holds true – you could attract customers with your low prices and subsequently make such a bad impression on them that they vow never to buy from you again. While the adrenaline rush from clicking ‘purchase’ on that great Black Friday bargain is fleeting, dealing with issues caused by potentially defective or not-as-ordered items can take weeks. And that’s the part that the customer will remember.

Prices are transparent, but poor service is hard to spot before clicking that purchase button. That’s why it’s important to be clear about your service standards up front – and then stick to them. Otherwise your customers may well end up being very unsatisfied indeed, and sharing their dissatisfaction with their friends. Experts say that unhappy customers tell up to twice as many people about their experience as happy ones do. And if they write an online review about your company’s bad service on top of that, you could find yourself losing a lot more on Black Friday or Cyber Monday than what lowering your prices will cost you.

So remember: the online retail craziness is more than just an opportunity to increase turnover. It’s a chance to win over new customers for the longer term. It’s important to plan your online offering carefully, but be sure to take some time to work on your customer service strategy for Black Friday. With the right approach, you’ll be reaping the benefits all year round.