Customer service is the provision of service to customers before, during and after a purchase. It may include assistance with product selection, troubleshooting and complaint resolution.
Customer service is an important aspect of customer experience management and a key differentiator between organizations. It is essential for organizations to have comprehensive customer service strategies in place in order to provide customers with exemplary experiences.
Let the customer know you’re on their side.
Set and manage expectations.
Leverage emotional intelligence.
Use positive language.
Listen, and ask your customers questions.
Solve for the customer’s needs.
Have a social media strategy.
Define excellence in customer service.
Make sure you’re using the right tools.There is just no substitute for knowing your customers. The right support tools make it easy.
Train for technical skills. With all the new tech tools you can use to provide good customer service available, it’s also easy for things to get lost in the technical details.
Look for shared connections. With so many customer service interactions happening online now, it’s harder to form a shared connection right off the bat.
Let the customer respond.
End the conversation clearly.
Reward agents that go for the extra mile.Creating an environment where customer service agents are rewarded for going the extra mile for customers can encourage others on the team to do the same.
Survey customers after interactions.
Give credence to customer complaints.
Avoid helping customers at breakneck speeds.
Know how to close a conversation.
Help customers help themselves.
Create memorable customer experiences.
Address your customers by name.
Reward loyal customers.
Provide fast, convenient customer support.
Offer 24/7 customer support.
Offer a lenient, straightforward refund policy.
Make feedback part of your brand.
Actively ask customers for feedback.
“Customer service shouldn’t just be a department, it should be the entire company.” – Tony Hsieh.