If you are the owner of a business and have a pressing need for a customer service team to engage with your customers directly on any matter of issues, it is important to understand how it should function effectively. Customer service is key in any industry, and implementing a style of customer service, processes that are easily understood by your staff, and high levels of customer service delivery, will help you to maintain good brand recognition.
Think about it, great customer service is a way of making your customer happy instantly. If they go away from a call with one of your customer service agents with a smile on their face, what is the likely outcome? Worst case scenario is that the specific customer is likely to return to you again and purchase your products and/or services on more than one occasion. There are potentially more benefits though, as a happy customer who is receiving high standards of customer service from your company on a regular basis, is more likely to recommend you to friends and family members, as well as promote your business through social media or via glowing online reviews.
No think about the flip side of the argument? An unhappy or angry customer who is frustrated with the standards of customer service that they have received is likely to pull the plug on trusting your brand and purchasing anything from you in the future. They are also likely to trash talk your brand name to anyone who is likely to listen. Great customer service leads to good reviews and a positive word of mouth about your brand; bad customer service and just one negative review can bring all of that good work crashing down and your company chasing its tail to rectify the damage to the brand name.
That is why it is important to support your customer service team with everything you’ve got. Lay strong foundations and a framework of working where your employees are highly trained, understand the needs of your specific customers, and know the products and services inside and out. If your current set up and capacity begins to struggle with the numbers of enquiries, sales calls, and complaints, look to external help in the form of a specialist contact centre, this could also assist you immensely.
There are call centre services designed to assist with customer service teams in a whole host of industries. It could be that you need a fully functioning and operational customer service team to act independently as your sole representative in interactions with customers. Alternatively, you might need some assistance with an out of hours customer service team, or as an overflow service at times when you cannot cope with the volume of calls with your in-house team. The idea is that whoever your customer speaks to, they have the same high level of customer service and recognise the interaction as with your brand. This helps to build long-term relationships with customers that sticks.