It is true that excellent customer service is the lifeblood of any organisation. If you are delivering top-grade customer services, then it means you are successfully running your business. A great customer service not only generates new customers but also helps in achieving a competitive edge in the evolving marketplace. In fact, it is a powerful differentiator in the customer-centric world where customers have a myriad of options to choose from. So, it is essential for a company to develop customer service skills to win new customers, increase loyalty and keep the business on the right track.
A top-class customer service has the power to generate return business. A happy customer is much more likely to return and make a purchase from your business. In fact, according to various studies, 58% of customers are willing to invest more in companies that provide excellent customer service. It generates referral business with the statistics that 87% of customers will share a good experience with others.
Let’s look at the top customer service skills that your team should adopt to deliver amazing customer experience.
Empathy: Empathy can be referred to as the ability to understand and share the feelings of others, which is generally required at the every stage of a company, from product development to sales. In order to develop a top-notch product, you need to understand the customer needs and pain points. Similar to that, to sell a product, you need to understand how customers think and personalise the interactions according to that. Which features/benefits meet the major requirement of your audience? How do they consume information in the form of email, demos, and videos? To deliver excellent customer support, you need to understand the emotions of others and not considering things personally when a customer gets angry. To put simply, empathy implies understanding. If a customer feels understood, then they will feel more valued. If a customer feels valued, they will love your brand and remain associated with you for the long-term.
Deep product knowledge: All call centre staff in reliable 24 hour telephone answering service should have a deep working knowledge of the product. They should be well-versed with the latest features of the product and deeply understand the benefits and value delivered to the end-customers. Well, this is important for a number of reasons including fast problem solving, smart product recommendations, clear communication of benefits and value, and confident customer interactions. Understanding each and every detail or features of a product is quite essential to render great customer experience. If you will be able to effectively communicate value with the customers, then surely you will win the heart of the potential customers. While, cross-selling and up-selling activities will help extract more value from pre-existing customers.
Active listening: Studies have revealed that most call centre staff practice inattentive listening, and will retain only 50% of what is spoken after a 10-minute conversation. To provide great customer support, it is imperative to listen to the voice of customers. In 24 hour telephone answering services, a team of skilled call centre agents first listen and understand what the customer pain point is, and why they are facing it. They actively answer the customer calls by providing them with the best solutions.
Go the extra mile: A prolific customer interaction starts with knowing what exactly the customer wants and needs. Customers love to being taken care of. When a customer care agent follows up a customer and asks whether they would like the product or not, it makes them feel more valued. In order to deliver top-notch customer services, it is important to fix mistakes and offer rewards on a consistent basis. Always use customer feedback, reviews and comments to get the valuable insight and act upon that to improve your services.
These are some great ways to enhance customer service skills, which in turn, generate excellent business results.
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