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3 Things You Must Do for Great Customer Service

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3 Things You Must Do for Great Customer Service

 
February 22, 2016

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  By Susan J. Campbell, TMCnet Contributing Editor
 


What is your best strategy for customer service? Do you make sure your agents answer the phone within a certain number of seconds? Are they required to always have a smile on their faces to ensure the customer gets a happy agent? Maybe your response time is second to none due to your customer support software. Whatever your focus, are you hitting the mark?


Let’s face it – the competition is tough. It’s getting even harder to demonstrate that you have something better to offer than the other guys. Yet at the same time, this is often the only way you can really set yourself apart. You can’t differentiate on price; you offer practically the same products and your messaging aligns with theirs. What else is left to do, other than wait and see who emerges the winner in the market?

The answer is simple – you have complete control over the amount of time, effort and resources you put toward your customer service. That alone can set you apart, either for the better or for the worse.

In a recent Business2Community post, the top 10 tips of customer service were highlighted. Provided by customer support software company, TeamSupport, the insights shared in this piece are worth exploring. Instead of just repurposing what the company already displayed, let’s break the list down into a few important points and why they should be the first on your list.

You need the right technology – yes, you’re probably thinking this is not what you would put at the top of the list for quality customer service, but think about it. What do customers use for interactions? Technology. If you don’t have the right tools in place, either to support the omnichannel experience or at least self-service and mobile, you’re missing the boat on providing exactly what the customer wants.

Hire great people – true, human assets are not cheap. But, if they are to be the first point of contact for your brand, wouldn’t you rather they be the very best at their jobs? It’s one thing to have the right tools in place. It’s quite another to make sure the people charged with using them can ensure you get the most value out of the investment. Hire great people and invest in them – you’ll see the results in your bottom line almost immediately.

Understand the customer – this is critical to creating the ultimate customer experience. If the individual doesn’t believe they are being heard, they won’t believe that you can solve their problem. Give them a platform and then make sure you’ve heard what they have to say. That often means getting rid of your scripts – so don’t be afraid to do so.

If you’re ready to make a difference in your approach to quality customer service, make a commitment to these three things today. Once you’ve mastered the practice of using the right technology, hiring great people and understanding the customer, you’ll be ready to go on to another stage. Until then, get these three right. 



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