Ideally, your business would run so smoothly that none of your customers or clients would ever have to call customer service for help or complaint. But alas, this isn’t the world we live in. Because of this, having a good customer service team can have a huge impact on your reputation as a company. So to ensure that this aspect of your business doesn’t end up pulling the whole thing down, here are three ways you can improve customer service and support for your business.
Always Be Available
One of the worst things for a customer is trying to contact a company and not being able to reach anyone. Not only is this annoying, but it makes the customer feel like they’re working with a company that is unreliable and isn’t there to support them. To keep this from happening with your company, Jennifer Lonoff Schiff, a contributor to CIO.com, suggests that you always have someone available for customer service needs 24 hours a day. While this might be more of a cost to your business, it will be worth it to have a solid reputation for always being there when your customers or clients need you.
We’ve all heard that the customer is always right. However, this phrase doesn’t always fully help the customer service representative or the customer to get through their difficulties with ease. So to have better interactions between customers and customer service, Jason Brick, a contributor to American Express Open Forum, recommends trying a practice called CARP. This means that you teach your customer service representative to:
- Control the situation and keep it from escalating,
- Acknowledge the issue the customer is having in a caring way,
- Refocus the conversation from complaint-focused to solution-focused,
- Problem solve with the customer so each side is satisfied.
If you’re able to teach this practice, it can help both sides feel empowered but not letting your customer service representatives get walked over and ensuring your customers find the resolution they need.
After a customer has had an interaction with customer service, Drew Hendricks, a contributor to Business.com, recommends following up about what took place. When you do this, you’ll be able to see what’s working for customer service and what’s not working. This can help you to better cater your customer service to your business and what your particular set of customers need and expect from you. This can be done through an email survey, as additional questions about a phone call, or some other way that works for both parties.
If you’re looking for ways to improve your business’s customer service and support, consider using the tips mentioned above to help you do just that.