Your customer experience (CX) represents the main touchpoint between your revenue and customers, so the experience you offer can make all the difference between momentary success and true market longevity.
Take advantage of technology.
When it comes to using technology to enhance the customer experience, the sky is the limit. Think about how technology can ease your customers’ everyday transactions and give them peace of mind. A great example is a customer portal. This transparency helps create a true partnership by building trust between you and your customers.
Stick to your word.
It’s fine to take a momentary loss in hopes that you can win the customer’s trust for the long-term. With trust, customers will see your transactions as a partnership and will see you as an essential extension of their business
Admit you don’t always have answers.
While it may be embarrassing when a customer knows more than your representative, being jittery while trying to hide a lack of knowledge could cause you to lose business. Instead, encourage your reps to admit when they don’t know something and offer to find the answer.
Arguing never leads to anything good.
The last thing you want to do is argue with an already frustrated customer. Instead, try to understand why your customer is frustrated and work together to find the right solution
Be accessible to customers.
Availability is the best ability. If your customer contacts you, it’s usually because they have a problem and think you’re the person to fix it. If they can’t find you, they’ll find someone else to solve their problem.
Understand that good customer service is an ongoing learning process.
Pay attention to your customers’ experience by asking where you can improve. Collect the feedback and create a monthly training and development course for your team. Include some basic customer service tips on active listening and conflict resolution to drive home the comprehensive customer experience.
Customer service is everyone’s job.
Every company must put their best efforts at each level to achieve a higher customer satisfaction. Support should be cross-departmental.
Be adaptable in new situations.
In customer service, your days are never the same because people aren’t the same. Always be prepared for new situations to pop up and adapt quickly.
Help your customers help themselves.
Create content and resources for your customers. Set yourself up as the subject matter expert to give your customers the confidence to always come to you for answers. The end goal of creating this content is to educate the reader on how your work benefits their everyday life
Give special treatment.
There is no better way to make a customer feel like a priority than giving the customer all the attention. AMG logistics, for example, empowers its employees to spend up to N150,000 to solve customer problems without any manager’s approval.
This no-questions-asked mentality makes the customer a priority and keeps AMG Logistics employees focused on their goal: amaze the customer.
