Customer Service: What matters in modern customer service
Functioning customer service is a decisive success factor for every company in terms of customer satisfaction. Taking technological progress into account, long call center waiting loops or cumbersome e-mail communication are a thing of the past. Social media platforms and live chats set up on dynamic websites set the course for offering modern and successful customer service.
You can find out what is important for successful customer service in this article.
Every business owner wants not only to win customers but also to retain them. Only with the help of a lasting relationship between customer and company can long-term business success be achieved. Successful customer service involves much more than direct customer contact and processing inquiries.
Areas of responsibility Customer Support:
Documentation and processing of inquiries via Customer Management System (CMS)
Processing information on invoices, contracts, prices, or services
The range of customer service tasks has become more complex in recent years. This complexity is making BPO (business process outsourcing) companies increasingly popular among entrepreneurs. Due to the specific demands of customers and the fast-moving digital world, many companies suffer losses in the customer satisfaction factor. Customers are annoyed and dissatisfied by long telephone waiting loops or e-mail correspondence that drags on for weeks.
The ability to respond and act quickly is one of the most important customer service skills. And these skills can be ideally implemented on social networks or websites.
Social customer service – the customer service of the 21st century
Customers are increasingly using social networks, such as Facebook, Instagram, or Twitter, to get in touch with companies. The reasons for social network communication are logical: customers can send their criticism, questions, and suggestions directly and publicly to the companies. It is a combination of simplicity and speed that makes this communication popular for customers. For companies, this creates opportunities and incentives: on the one hand, there is the chance to respond quickly to the customer’s concern – on the other hand, there is the incentive to present a successful dialogue to the public.
The speed of action demanded by customers is the greatest challenge for companies in this form of communication. The user expects a response to his request within a few minutes. In addition to the response time, it is important for companies to observe the typical social media characteristics: Anticipating language games and incorporating them yourself, recognizing irony, and distinguishing serious inquiries from trolls.
To have successful social media communications, the following factors apply:
Take customers seriously: Even to short questions, give detailed answers. Remain objective and polite and also show a reaction to further queries.
Individuality: Avoid standard answers and references to the telephone hotline. The personal exchange with the customer should be in the foreground.
Observe data protection guidelines: Respect the privacy of customers. Exchange sensitive data in private chat rooms.
Response time: Customers aim for a quick solution – a prompt response to the request makes the customer act rather than doubt.
Social media humor: The use of GIFs or emoticons is normal among customers in social media communication. Companies should also use smileys and images in appropriate places.
Customer service employees need these skills
Regardless of the company’s communication platform, the skills of the employees, are crucial for customer satisfaction. Even modern software and technology cannot compensate for a lack of competence. We show you which skills are important:
Empathy Some customers are annoyed. Others have lots of questions or just like to chat. A customer service employee must be able to deal with different moods while always providing quality service.
Flexibility A customer’s mood can change within seconds. It is important to recognize the mood of the customer and act accordingly.
Positive communication In principle, positive language should be used. In addition, the facts must be explained to the customer clearly and precisely. A good customer service employee always remains friendly and does not end the conversation without having sensed the customer’s satisfaction.
Knowhow Customers value a competent employee. At the same time, there is nothing wrong with admitting ignorance that exceeds areas of competence. At this point, customers will appreciate honesty and sincerity.
Good nerves Unjustified accusations or negative feedback must not be taken personally. One’s own sensitivities must not be given priority. Regardless of the communication platform, the customer’s satisfaction is paramount.
It is obvious that it is becoming increasingly difficult for entrepreneurs to build up a competent customer service team. BPO companies have acquired the required expertise and offer professional solutions at this point. Customer service outsourcing is a modern yet efficient option for optimizing a company’s own customer service.
Customer service outsourcing – diverse, professional, flexible
At outsourcing4work-remote solutions, customer service employees are specialized in handling any customer inquiries and accepting complaints in portals or live chats. Our customer service professionals have the required skills such as empathy, flexibility, communication, know-how, and good nerves. Within just a few days, we can provide you with a suitable, qualified, and, if required, multilingual employee.
Whether you want to outsource your customer service permanently or only for a certain period of time: Benefit now from the flexible outsourcing4work solutions.