vivo : A brand

vivo : A brand

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  The 9 stepsto GoodCustomer Service Skills Good customerservice isn’t about common best practices but it is about the RESULTS they manage to achieve. It just doesn’twork that way. A good customer service can be measured on following basis- Number of repeat customers Number and type of customer complaints received Number of referrals given by current customers Sales figure if service is productbased Customer satisfaction surveys Benchmarking service with competitors Rate at which number of customers enrolled to your service Number of returns Steps: Customer service I’d consider satisfying, would always include the following aspects: 1. Listening. Then listen some more. Now another thing is to pin your ears back to the consumer. Your clients want to be heard and understood, and the only way to do that is simply by listening to what they are saying. It’s important to acknowledge what they’ve said and repeat it back to them to clarify that you’re addressing the right issue.
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  2. Increase ofthespeedof service. I always remember all the customer service reps that responded to me quickly and resolved my issues the fastest way they can. Time is money. As a consumer I want to be answered straight away and be provided with a complex information. Super quick responsetime is a must nowadays. Social media made customers extremely impatient so business owner can’t afford to answer their queries after several hours or even days. s. 3. 24/7 availability. Set expectations: If you aren’t available 24/7, let your customers know when you can be reached and always provide alternative options such as other channels. There are various challenges when it comes to customer service, especially social customer service but with the right tools and with a good strategy, your brand can focus on the things that will make your customer service better and as a result, your customers happier. Everyone expect customer service to be provided whenever he/she need it. Availability from 9am to 6pm? Give me a break! A 24/7 customer supportservice is something that can give you an edge over your competitors and indicate that you really care for your customers. If your office is open 9am – 6pm that means you are physically present their but after office timing people used to call so your number should be reachable. 4. FewerSupport Requests When you make it easy for your customers to access the information they need, you give them this feeling of control.
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  The modern customerwants control. They want to be able to choosewhere they sit inside the service centre, or whether they want to update their mobile software or not. And a lot of this control comes from the amount of information you make available to your customers. 5. Follow Up with Clients. All it takes to follow up with consumers is a simple phone call/email , asking them one or two questions about how they found the service and their experience. In turn, this causes your clients to realize that your company cares about its clienteles. Purchasers should feel absolutely cared for. 6. Community support – Creating a forum or community of your customers is a service in itself, and it’s one of the services customers appreciate the most. Besides giving you genuine feedback, a community also gives you the chance to interact with customers and prove that there are kind and approachable persons behind the desk/phone/email. 7. Schedule Important Dates for Your Customers Depending on your industry, there are likely certain dates or times of year that are busier than others. For example: Mother’s Day, Valentine’s Day, and Christmas are important dates for flower shops. April is a peak time of year for tax preparation services, CPAs and Accountants. Certain conference dates are important for marketing companies. Show that you’re anticipating your customers’ needs by letting them know weeks in advance that you’ll be available when they need you most.
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  8. Mentoring: A mentoringprogram can do so much for your business and your team, from boosting company culture to building employee loyalty. Employees helping their peers to be even more skilled and talented are a conceptthat should not be overlooked, so tap into your resources!According to this piece in Harvard Business Review, "When company leaders are intentional about having the right conversations regularly take place, employees can self-reflect on their accomplishments, and managers can supportthem in achieving their true potential.” 9. Trying to make everyone loyal is a fools game You must acceptthe fact that not everyone will be loyal to your brand. Trying to make everyone loyal will test your endurance and may negatively effect your morale as you inevitably find that this isn’t possible. Most importantly, make sure you provide additional supportduring peak times; keeping customers waiting when things are most stressful for them is a surefire way to disappoint them - and to lose them.