10 Powerful Tips: How to Improve Customer Service

Amazing customer service can elevate your brands profile and ultimately improve your bottom line. Customer service today extends far beyond a 1-800 help line. It can span email, website, text message, and social media. Your customer service reps are on the front lines and should be well-trained, personable, and proactive.

Here are tips to help you launch and maintain effective customer service.

1. Strengthen skills for managing customer's needs

Don’t just hire and throw your employees to the wolves! Your customer service department should run as a well-oiled machine and a comprehensive training program is key. Training shouldn’t just include a script. Make sure you have consistent strategies to address any issues that might come up. Following are characteristics that should be expected from your employees and included in your training.

• Empathy - Customer service reps should have the ability to understand and share the feelings of another.
• Adaptability - Each customer will have different needs and reactions. Your employees should be able to go “off script” and adjust reactions to requests, complaints, or comments.
• Communication - It’s no surprise that each member of your customer service team should be a good communicator. That means speaking clearly, listening, and responding.
• Work Ethic - Work ethic is a set of values that include discipline and hard work. Check in with your customer service department or their managers to make sure employees are focusing, staying motivated, and finishing projects on time. Some employees naturally have a strong work ethic. Others will need guidance in this area.
• Knowledge - Customer service reps should have in-depth knowledge of your products or services, how they work, the price, shipping options, and more. Customers don’t want to be put on hold while your employees figure things out.

2. Pay attention to key touchpoints

A customer touchpoint is any time a potential or existing customer comes in contact with your brand. This can happen before, during, or after a purchase. Touchpoints include:

• Customer problem that needs to be addressed
• Discovery of your product or business that will solve a problem or simply make them happy
• Making a purchase decision
• Encountering the business post-purchase

Once your team has determined where the customer is in the lifecycle, they can adjust accordingly.

3. Improve customer interactions

You should be tracking all customer communication and resolutions. This helps you gauge the effectiveness of your approach and can let you know if you need to tweak your strategy. It’s almost impossible to run a customer service program flawlessly. Have a mindset that values mistakes and the lessons you can learn from them. Once you’ve identified a mistake or missed opportunity, get out in front of it.

4. Review organizational strategy

Once your team has the skills to handle the various customer service scenarios, look at the processes you have in place. Strive for customer happiness before they have a problem.

• Get “real” - In other words, work with customers on a personal level. There’s nothing more frustrating than being unable to get in touch with a real person. Bots and FAQs should address the most common questions but also provide a way for customers to reach a trained customer service professional. Social media is a great way to show the personality of your company and directly interact online. Respond to comments and questions in a timely manner, showing customers that you care.
• Be available - Clearly outline when customers or clients can connect with you and be sure to be available during those times.