Several studies state that a large number of users feel dissatisfied when they have to deal with the companies that provide them with a service. Many of them feel misunderstood, unattended, when not directly ignored. Isn’t that the crate with your customers? We are pleased! You are perhaps doing things correctly. But you should know that although your company’s customer service in Canada is excellent, it could always be even better. Below, we show you nine key points to improve customer service.
1. Work with the best.
Would you hire an expert fishmonger to do work at your house? If in your company you try to have the best possible technicians, why not want the same for your customer service? There are people endowed with human relationships and others – surely with other talents – who hate dealing with people. Keep the first ones, and let them know how important they are. Encourage them to want to stay with you. They are the face, ears, and voice of your company. Do you need more reasons to take care of them even more?
2. First of all, much optimism!
It is not that you greet your customers with a joke (they still do not feel well at all) or that your telephone waiting tone is a compilation of tricks, but a cheerful mood relieves tensions and serves to focus the situation in a way more optimistic. The client should know that you are going to do everything on your part to solve the problem, and there is nothing better than a positive attitude to convey it.
3. Make use of language that the client understands.
When you have to answer a question or complaint, you will find both expert users and clients for whom every word of yours may sound like Mandarin Chinese. Get down to Planet Earth! Your clients do not have to know what you are talking about, so using too technical language can cause rejection and misunderstanding, so strive to explain things. Surely you can do it.
4. Be kind.
When a complaint is received, it is common to meet angry clients (cases of some who have reddened their faces and smoke from their ears) have been reported. The power of the word to calm emotions is undervalued, but it is fantastic. A way of expressing calm and kind will work miracles and get the user to calm down, which will allow you to explain better what your problem is. Also, you will get him to feel well attended, and his attitude with you will change completely.
5. Be diligent.
In addition to being pleasant, remember that the client has not contacted to be your intimate friend, but expects an answer that solves your problem. So do not hesitate to get down to work and – this is also important – make it clear to the client that you are already underway to solve the problem. And of course, keep in mind that if you can solve the problem and also do it quickly, the user will be doubly satisfied.
6. Personally Know your customers
You do not need to remember the name of all your children, brothers and nephews (or yes, if you have a cyclopean memory), but the more you know about your client, the better you can serve him and the closer the deal with him will be. Can you say that your client is your friend? In businesses of a specific size, it may be almost impossible to achieve, but without a doubt, one of the objectives to be performed is that it feels as if it were.
7. Train your employees well.
It is not enough that your people have the best attitude; they should also have the best training. Remember that customer service can range from relatively simple tasks to more complicated technical tasks. It will be in your hand to decide which people should take on each responsibility, but you must bear in mind that, whatever your way of organizing the service, all your employees will need to be well trained to carry out their work effectively. Remember that every hour dedicated to training saves hours of work, not to mention the lousy feeling that gives the client being served by a person who is not clear about what he is talking about.
8. Listen to your people and learn from problems.
The customer service in Canada of your company is the closest way you have to know your users, what are their problems, and what you can improve in your business. No one better than your employees to communicate their complaints, their concerns, how the incidents have been resolved, and what changes could be implemented to avoid them. Of course, keep in mind that to facilitate this task it will be very convenient to have a technological platform capable of saving and ordering the queries that you have been receiving, the Tupper of suggestions is not always an excellent idea.
9. Have a quick and efficient structure to solve the problems.
You already have the right staff. Agents have been extensively trained, knows the client and treats him with kindness, diligence, optimism, and in a language, customer can understand. But do you have a clear structure designed that allows the resolution of incidents quickly and efficiently? Do your employees have the right technological tools to carry out their work? If you answered with two “noes,” then its time to leverage customer service in Canada from an experienced company!
Coracc Technologies is a helpdesk customer service provider company that makes management and as a result customer service much easier to handle. We have highly experienced customer service who has advanced tools and knowledge to resolve the issues of customers in the best possible way.
Today we have seen some of the factors that you must take into account so that your customer service is not only functional but that it becomes excellent. But surely you also have much to contribute. Tell us, what have been your experiences with clients? What changes did you implement in customer service in Canada and have proved successful? Leave us your comments.