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Customer Service Skills: The face of your business relies on the tone

Millennial customers today are like an entirely new category in their own light. Where previous generations prefer more one-on-one connection and personal relationships, young people today lean towards self-help solutions and fast-paced interactions.


The 4 Most Important Customer Service Skills to Master

Your business’ millennial customers today will bring about the next generation of confident and well-researched purchasers. In terms of customer service skills, and in our own experience, here are the top few that agents need to truly master before that next generation comes.


1. Professionalism The face of your business relies on the tone, grammar and writing style across digital ways of communication, as well as the professionalism and conciseness of any phone interaction.

Some rules for professionalism in email or chat customer service: no abbreviations or lingo, check your information, and definitely never be pushy or leading.
Being understanding, friendly, informative and quick to respond to any customer service interaction is the best way to remain professional and help a customer resolve any issues with lightning speed. When in doubt, one of the best ways to promote better professionalism is to craft standardized decision trees and agent scripts that follow your company’s voice and brand perfectly.


2. EmpathyEvery customer wants their issue to be understood and cared for. Customer service agents need to put themselves in the customers’ shoes and broaden their perspectives (and vocabularies, in some cases) to understand where the issue came from and how it can be resolved.
Everyone involved in a customer service interaction is a person — showing compassion and empathy in genuine ways for the problems they are facing, or relating on a more positive note, shows that you care and builds loyalty with the customer.


3. AssertivenessWith professionalism and empathy comes a need to be assertive in customer service situations. Now, we don’t mean aggressive — we mean being completely clear, confident and direct with the information provided and support offered. Taking control of a customer service interaction in a calm and helpful way by asking appropriate, direct questions will help guide support agents to the right conclusion far easier and faster, and the customer is much more likely to feel that the agent they spoke with is the right person for the job.


4. ExpertiseResearch shows the phone to be the most frustrating way to engage customer service.
Without your customer service agents fully mastering the ins and outs of your business and product or service offering, they’ll never feel 100% comfortable and confident helping customers, and in return, customers will be more frustrated.

Customer-facing agents should always be trained experts on every relevant inner working, allowing them to be more empowered to answer questions accurately and directly.

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Help your clients fall in love with your business 2

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Help your clients fall in love with your business 1

If you want a successful online business these days, it’s not enough to simply close the sale. You’ve got to help your customers fall in love with your business.

how to make customers fall

In fact, 81% of companies who provide great customer experiences and customer satisfaction do much better than their competitors, according to the 2009 “Customer Experience Maturity Monitor” report from the Peppers & Rogers Group.

Smart business owners know that every customer relationship lost, either to a competitor or otherwise, costs them an average of $289 each year.

And if you’re thinking you can just make up for that cost with new customers, think again. Turns out, it costs six to seven times  more to acquire a new customer than it does to retain an existing one.

If you’re ready to help your customers fall in love with your business, then read on for the ways to do just that. 

1. Recognize the Value of Word of Mouth Marketing.

Great word of mouth (WOM) is a priceless asset for any small business, and word of mouth marketing (WOMM) is hands-down the most effective and reliable type of marketing.

You know how the things you pay a lot of attention to and value most of all tend to increase in value? I’ve found that principle applies just as much to business as to the rest of life.

In my experience, when I really focus on and value the things that positive word of mouth does for my brand — either this blog or any of the successful businesses I’ve co-founded — that word-of-mouth buzz tends to increase.

So what exactly is word of mouth? How does it increase customer loyalty? And what does it have to do with making your customers fall in love with you?

Identifying your influencers and coming up with a story that is interesting, relevant and authentic that ladders back to qualities of your brand and then sharing that story as much as possible.

This is why you need to embrace WOM right now, place it in the center of your overall marketing strategy, and work hard to increase it.

How do you do that? Simple: make your customers fall in love with you. Happy and satisfied customers are much more likely to sing your brand’s praises to their family and friends, and will have a stronger brand loyalty.

Building a loyalty program designed to create raving fans is like drafting your best customers into a miniature marketing army — an army made up of devoted brand ambassadors who happily work around-the clock to get you more customers.