Customer service has an inward flow. Customer care flows outward. You need to know who should practice each, and how both contribute to the overall customer experience.
You wouldn’t be reading this if you didn’t have competitors that are snatching up prospects and customers. You do – and they can match you on price, as well as quality. How, then, do you differentiate yourself?
An insider look at some exciting tech tools for customer service
Providing customers with the attention they demand—and deserve—means not only being available but also being patient enough to address their concerns respectfully.
The pros and cons of social media to get customer opinions
Social media is a popular way for companies to engage with customers one-on-one. Many companies use their social media platforms as a way to solicit feedback and learn what “fans” are thinking so they can address potential problems. On the flip side, more and more customers are choosing social media as the preferred method for reaching companies when they have an issue. In fact, a Conversocial study found that 43% of customers now expect social media channels to be integrated with other customer service channels.
If you ask your customers to think too much about the job you’re doing, they’re not going to tell you how well you’re doing it.
No question about it. We want to get feedback from our customers – but here’s the thing: they’re not always willing to tell us what they think, even when we offer them the opportunity. What’s up with that?
Finding strength in humility.
You’ve failed – a customer is livid, ranting, and talking about going elsewhere. Convention demands a calm, non-defensive, humble exterior; after all, the customer’s always right – even when they’re wrong. Handling criticism functionally might be the most difficult aspect of conducting any type of business; it’s also the most crucial.
They’re the ones who need to tell you how you’re doing.
How often do you talk to your customers? If your answer is, “When they call you,” it’s time to make some changes. You’re missing out on powerful opportunities to find out how your business can help them.
Happy customers should be a priority for any business, and using customer service management tools like a client satisfaction survey provides you with invaluable information. Based on client data, improving a CSAT score from the 70%’s to the 90%’s can take little effort, but increases client retention over 50%. So what is a simple way to increase your customer satisfaction scores?