What is customer service?
Have you ever really sat down and thought: What is customer service? We can envision what good customer service experience is, but those will be as different as each individual. In a nutshell, customer service is giving your customers the best service possible.
So what is customer service to you? Are you giving a customer service experience that your buyers deserve? Are they walking away from their customer service experience feeling like they have truly been taken care of? If you can definitively answer yes to these questions, then you can stop reading any further. If you are wondering if you are providing an exceptional customer service experience, read on!
You already know that providing a high level of great customer service can make or break your business. People are very quick to share bad experiences and not as quick to share the good ones. They will, however, remember an outstanding customer service experience and return to your business time and again because of it.
Before, most customer service interactions were via the telephone. Now, there are so many more ways to interact with your customers using today’s technology. Web, email, chat and social media offer new ways to provide customer service to your ever changing customer base. Your customer service agents have to connect with customers using technology the customer is most comfortable with. Customer service should do more than simply answer questions – they should truly reflect your brand.
Why is customer service so important?
Gartner Research says “89% of companies now expect to compete mostly on the basis of customer experience.” That’s a big number, just let that sink in – 89%. Business owners realize that the market has changed. In the past, people would buy based on price. Today, a customer evaluates the overall experience they have interacting with a brand.
As a matter of fact, a great customer service experience is the building block on your brand. When you have a customer service team that does more than simply deal with problems, you have made the first step in giving great customer service. At Thill Inc. our customer service agents are empowered to not only answer questions, fix problems, or take orders, they are trained to upsell and cross-sell additional products on your behalf which is a win-win for both you and your customer.
Your bottom line depends on it.
It is estimated that to find a new customer can cost 6-7 times more than keeping current customers. The reason customers leave? The US Small Business Administration reports that 68% of customers leave because of a bad customer service experience. That’s a big chunk of change to lose if you don’t put customer service on the top of your priority list.
Your reputation depends on it too.
Social media is readily available and customers are demanding more and getting more. For today’s customers, they can reach hundreds of people with a negative customer service experience, not to mention it’s very easy and very quick. Do you want that negative experience potentially harming your business reputation? Our agents at Thill Inc. are thoroughly trained and educated about your brand. They can provide the exceptional customer service experience that will make your brand A+ in your customer’s eyes.
Customers will pay for a top-notch experience!
Providing an amazing customer service experience to the customer isn’t just the latest trendy thing. It’s actually incredibly smart business. Just because you have a fabulous product and maybe even a great price, you won’t always earn loyalty. There numbers show around 86% of consumers would actually pay more for an improved customer service experience. Furthermore, that’s an equally important bump in the bottom line.
How can we provide excellence in customer service together?
Teamwork – From the top all the way down, every employee should be considered a member of the customer service team. Train them to know your product like the back of their hand just as you do. At Thill Inc. we do just that! We are a part of your team.
Listen – Have you ever had a customer service experience where you’re pretty sure the agent you’re dealing with doesn’t know what they’re talking about? The key to providing an incredible customer service experience is opening your ears and listening. Find out what your customers want, what they need, and what you can do to make sure that they walk away happy.
Be nice – Don’t be afraid to put your own twist on your customer service efforts. People like happy, friendly agents with more than just a boring personality. Thill Inc. hires people that LOVE what they do, and it shows in every customer service interaction they have.
Be truthful – It’s a fact that nobody likes to be lied to. If you don’t know the answer to something – be honest. If you know of an issue- be honest. A great customer service experience comes from transparency and clear communication. You will earn a customer for life as well as their respect by following this rule.
Step outside your box – There’s an old saying that says treat others as you would expect to be treated yourself. This especially holds true in business. Once in a while you have to put yourself in a customer’s place. Be sympathetic to their needs, come over to their side, and see the forest for the trees. One of the best traits a customer service agent can possess is empathy. Your customers will recognize and appreciate it.
Know your product – Your customer service support team should know every in and out of your product. Not to mention, they will be better equipped to provide an exceptional customer service experience that reflects your brand. At Thill Inc. our customer service support team learns everything there is to know about your product. They will answer questions; deal with problems, and even upsell or cross-sell your products.
Time is money – People also don’t like to wait. You are much more likely to build a strong brand reputation when you solve problems quickly, accurately, and permanently. It’s a big player in the customer service experience. The customer service agents at Thill Inc. are provided with all the tools and technology needed to resolve issues fast and keep customers satisfied.
You can always be better – Learn from your mistakes, and listen to the feedback your customers provide. If you encounter ongoing issues in any area, it is your responsibility to find out what the problem is and fix it. There’s always room for improvement.
So what is customer service to you? Hopefully you have a better picture of what your customer service is now and how to provide the absolute best experience that you can. If you feel that you might need some additional assistance building your brand’s customer service department, Thill Inc. is always willing to have a chat and see what we can do to help. Don’t be afraid to reach out.