8 ways to coach employees to better customer service

At Groove, we make it easy to personalize interactions and quickly resolve customer requests. Maintain a physical journal or running Google Doc where you can record exactly what helped you discover something new. Confidence can be hacked through body language—even when customers can’t see us. “Power posing,” as Amy Cuddy calls it, means making our bodies bigger. Not gaining weight, but assuming postures that extend our arms, shoulders, and legs. As you take responsibility, use “I.” “We” or “it”—if referring to a product or service—sometimes works.

What are the 4 P’s that improve customer service?

Promptness, Politeness, Professionalism and Personalization: these 4 characteristics are the key ingredients to any successful service interaction, and when you think about it, they are the basics you expect to receive as a consumer.

Customer service is an important factor in a business’s success or decline, and each consumer interaction will be a positive or negative experience. A positive customer service experience will likely encourage repeat business and strengthen customer loyalty. Customer feedback is information you collect from your customers about their experience with your product, service, website, or business as a whole. You can use this feedback toimprove customer experienceby removing or reducing areas of friction and increasing positive touchpoints. CX is the result of every interaction a customer has with your business, from navigating the website to talking to customer service and receiving the product/service they bought from you. Everything you do impacts your customers’ perception and their decision to keep coming back or not—so a great customer experience is your key to success.

Aligning EX With CX: How It Can Fuel Business Growth

Be clear that wherever the problem originated, you are committed to finding a solution for them to the best of your ability. If you’ve misunderstood a customer’s needs, made an error that’s cost them time or money, or failed to do something you said you would do, be transparent. It happens – everyone makes mistakes, and admitting to them is often the quickest way to resolve the situation positively. One helpful way to keep your composure is to ensure you’ve eaten a good breakfast, lunch, or dinner and take a breath before responding to customers.

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Approached, however, with the requisite empathy and insight, they can be in their own way more revealing than concrete findings. For one thing, even consumers sharply aware of a product’s or brand’s deficiencies can’t quite picture what might replace it. For HIV/AIDS patients, switching medications, Gilead discovered, is very different from choosing an alternative cold remedy. Switching requires ending a trusted relationship in the hope of reaching an uncertain improvement level.

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Customer experience is defined by the interactions and experiences your customer has with your business throughout the entire customer journey, from first contact to becoming a happy and loyal customer. Companies who successfully implement a customer experience strategy achieve higher customer satisfaction rates, reduced customer churn and increased revenues. We empower professionals with the skills and knowledge they need to increase customer satisfaction, loyalty, and business revenue. Offering customer care on social media channels can be of great benefit to your business.

How To Improve Customer Service

Leading a team or department, or making decisions about how to provide excellent customer service in your organization? Read on for tips on developing your team’s essential customer service skills. Customers may come to you with all types of problems and they want their questions answers fast.

Actively Ask Customers for Feedback

Overall, it’s in your best interest to either have an employee focused only on tracking and responding to social media comments, or an entire department if possible. It will clearly boost customer satisfaction, and can apparently increase customer advocacy by up to 25%. One of the best ways to offer a more personal customer experience is using the customer’s name when talking with them – in person, over the phone, through email, or when coming up with customer surveys.

  • When you feel your patience wearing thin, remind yourself, “This is merely uncomfortable, not intolerable.” This too shall pass.
  • Businesses struggle with how to improve the customer experience as it is becoming one of the key differentiators for any brand.
  • Make it your mission to find solutions and help your customers move from a problem-focused mindset to a more positive one.
  • For example, an FAQ page, a help center, or a community forum can help customers resolve issues without having to contact your CS team.
  • Brand equity allows you to sell products and services at a premium since you have already proven your business can meet customers’ needs successfully.
  • Many companies struggle to establish effective coordination among different teams, which often leads to customer dissatisfaction.

Every business out there wants to improve customer support after they have made some serious blunders that cost them their customers. It’s not enough to just have your frontline employees collect customer feedback, analyze and respond to it. That kind of info must be shared with all employee departments – including management. That can really work well if you offer a subscription-based service – customers could win a free extra month of service, for instance, or a subscription to share with their friends and family. Plus, you’d be able to drive a lot of social media engagement by having users share giveaway-related posts. You can even have a customer support or live chat prompt pop up when people want to request a refund.

Provide proactive support.

In short, what’s the one biggest benefit of multi-channel support? You can engage your customers over their preferred method of communication. So ensure that you offer top-quality support across all the channels. This lets you boost brand credibility as well as your customer satisfaction. Essentially, you’re offering solutions to customer queries or problems that haven’t happened yet so, if they do arise, the tools they need are already available. For example, if you sell products in an online marketplace, you can create a “Products You May Like” section where you make recommendations that may supplement a customer’s experience with what you offer.

  • Every member of your team should know these principles by heart and they should be embedded into all areas of training and development.
  • In short, customer service is just one part of the whole customer experience.
  • What’s more, platforms like Facebook make it easy for users to see what your average response time is.
  • It is, however, only effective when implemented and managed properly.
  • Everyone wants to feel like someone genuinely cares about their problem and is there to help them.
  • Offer discounts for high-spending customers – Offer price reductions to customers when they reach a particular spending target.

Customers want an explanation, but they don’t need to know all the details. If they ask for more details, you can share, but most people want their issues resolved quickly. Always end each conversation with the question, “is there anything else I can do for you today? ” so they have one more opportunity to ask another question and you know you’ve done everything you can to resolve the issue. With a holistic view of employee experience, your team can pinpoint key drivers of engagement and receive targeted actions to drive meaningful improvement.

Support wide-ranging company knowledge

Grab the five customer service phrases you should avoid at all costs here. Or, even better, write out your own versions of love-to-hate responses and replies. Improving customer support can spell the difference between growing your audience and losing your customers to your competitors. However, assisting customers in the best way possible is not rocket science, and by even making little adjustments, you can win them back. A business is made up of several departments that work day in and day out to solve a customer’s problem.


In the early days of the SaaS world, businesses quickly discovered that a free trial took the guesswork and risk out of buying a product. Today, startups don’t debate How To Improve Customer Service the value of a free trial – they debate which trial period is the most effective. Besides that, aim to keep your money-back guarantee flexible and lenient.

What company has the best customer service?

We found that Zappos, Dollar Shave Club, Slack, Amazon, and Lessonly are among the companies with the best customer service.

Active listening isn’t something that everyone does intuitively, but is crucial for customer service team members to master. Open forum team meetings and calls for input from employees can be used to gather details, but they aren’t effective ways to get your finger on the pulse of your customer service department. When customers can help themselves, they generally feel more content with the customer experience overall. 90% of customers find customer service important when choosing a brand. Exceptional customer service turns new customers into promoters and promoters into returning loyalists. And these promoters have the potential to grow the lifetime value of your brand by 1400%.

How To Improve Customer Service

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