Regardless of your business, you will always have customers, both new and loyal. Customers will stay depending on how good your customer service is. By establishing a guide to customer service for your company, you can maximize your customer retention and even attract new customers.
Do you know how to serve your customers? If you’re not 100% clear on it, don’t worry. In this blog post, I will take you through some essential guidelines that you can apply to your own company’s customer service efforts.
What is customer service?
Customer service is how customers are assisted before, during, and after they purchase a good or service from a company. Customer service can take the form of product feature clarification, problem-solving techniques, instructions on how to appropriately to consume the product or service, and much more.
Responsibilities of customer service
Customer service guidelines are a necessity in running an organization. They should outline and explain the following roles and responsibilities:
Answer the company’s product-related questions
As a company, you must respond to your customers every time they post an inquiry. This is because regardless of how simple your product is to use, not every customer will be able to use it with ease. Responding to your customers enables you to understand not only their issues better, but also their relationship with your product or service, and possibly issues within your product or service that need to be addressed. Addressing customer issues improves your relationship with your customers. Additionally, resolving your customers’ issues improves your customer satisfaction ratio.
Process customer orders and transactions
In your company’s customer service guidelines, the procedures and workflows involved in processing customer orders and transactions should be clearly defined and systematic in their approach. Any service agent should be able to follow your guidelines to bring any sort of transaction to completion. This provides predictability to the process, so that in the odd case that something goes wrong, the stage at which a transaction became problematic can be identified easily. From there, you can either address the issue within the customer service guidelines, or treat it as a fringe case and document it for later reference. When your customer transactions run smoothly, your company will earn a reputation for good customer service.
Collect and analyze customer feedback
Collecting and analyzing feedback throughout the provision of customer service and support gives you great insight into the effectiveness of your business’ product or service, its development, and its support. It also helps you determine overall customer satisfaction, net promoter scores for individual customers, and more. As a result, feedback collection helps you plan effectively since it gives you clear information on what your customers need.
Handle customer complaints
Like processing customer transactions, handling customer complaints should also be a systematic process; This is the one that analyzes the problems your customers face and then comes up with solutions for them. By effectively resolving your customers’ problems, you can maintain the reputation of your brand. Furthermore, effective handling of customer problems increases your customer satisfaction ratio, thus increasing your customer retention and revenue.
Guidelines for customer service
Customer service also plays a significant part in marketing and improving the quality of your product. Therefore, having thorough guidelines for customer service improves its quality. Here are some to follow:
1. Be responsive
Responding to your customers’ tickets and emails builds their confidence in your customer service. Moreover, by being responsive to your customers, you can easily figure out what’s truly on their mind, thus enabling you to satisfy their needs directly. Therefore, being responsive builds a good relationship between you and your customers and improves your product.
2. Advise your customers on the proper actions to take
To build a good brand name, you must advise your customers on the proper actions to take to successfully use your product. Additionally, by giving the best advice, your consumers can easily use your product, thus improving their customer effort score (how much effort customers spend to use your product or communicate with your company). Consequently, better customer effort scores are shown to be good indicators of customer loyalty, as well as the likelihood for a customer to spend more with your company.
3. Communicate with your product’s end users
Communication is key to solving your customers’ problems. Listen (or read) carefully. Minimize downtime between correspondences. Understand the context or circumstances of how your customer is using your product or service. By being attentive in your communications, your customers are more likely to be satisfied, and encouraged continue their work with you.
4. Analyze and resolve your customers’ inquiries
Analyzing and resolving your customers’ inquiries is the ultimate goal of customer service. It is the one sure-fire way to earn a higher customer satisfaction score. Moreover, this assistance can make your customers prefer your product over others, and they may go on to recommend your product to others. Consequently, this increases your customer base, your profit level, and your business.
5. Supply knowledge base articles
Most customers stop using a product if it becomes too difficult to use or a similar product is available that offers some notable benefits of yours. Supplying knowledge base articles about your product increases customers’ lifetime value by giving them the resources they need to use your product successfully. When they can use their product to meet their needs, they won’t switch to a competitor’s product.
6. Effectively plan your daily routine to avoid procrastination
Procrastination steals time. By planning effectively, you can avoid procrastination and satisfy your customers’ wants in time. Additionally, effective planning plays a key role in managing your customer support. When it is clear to every agent what needs to be completed and when, you will resolve your customers’ inquiries on time.
7. Treat your agents the same way you would treat your customers
This final guideline isn’t so much about how to help your customers, but how to run your support team, or just how to work with other agents on your team. Treat your colleagues with respect and consideration. Doing so makes them feel valued, which motivates them to provide the best service to customers. In turn, this fosters healthy relationships throughout the business for both agents and customers.
In short, providing customer service is essential for your business to thrive, and providing a set of guidelines for your customer service team will help its agents perform to the best of their abilities.
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