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Use multichannel servicing. Providing multiple channels to assist customers with their questions and concerns can help boost your brand’s reputation and credibility. One way to achieve this is by using social media. It’s a great tool because many customers turn to social media for queries and complaints.
You can organize training sessions to help your employees improve their skills and provide resources so they can easily navigate customer problems. For example, record customer interactions and point out which tactics work and don’t work in a situation.
Encourage customer feedback. To provide excellent customer service, you first need to know
what you can improve on. To do this, ask consumers how they think and feel about the service you’re providing them. You’ll get a chance to understand their needs, experiences, and pain points and create a model to enhance and strengthen those areas. You can request reviews and testimonials by telephone or email surveys. You could also incorporate a complaint page or feedback system on your website. Requesting feedback lets your customers know you value them, are willing to improve, and want to resolve their issues. It will help establish trust and may prevent them from voicing their concerns or negative comments on social media.
Have a team in charge of checking your company’s social platforms so questions can be easily answered and problems will
be resolved promptly. Monitoring mentions of your company and reaching out to your customers first, instead of them reaching out to you, shows that you care about their experience and want to provide effective solutions in any outlet. Keeping your customers happy should be more important to your business than anything else. If they are satisfied with your customer service, they will continue to use your company!
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“Just finished another one of your helpful weekly training videos. I have learned so much from you! Thank you!”
Erika Ingstad Customer Service Representative “Directing First Impressions” Ft. Worth, Texas
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