Tag: customer care

Online Support Rules: What Should you Teach Your Operators to Make it Outstanding

Online Support Rules: What Should you Teach Your Operators to Make it Outstanding

There’re general rules of successful customer care service and support team setup and management. The rules we don’t really have to discuss, but that still missed by many businesses.

We can see reports of incorrect customer care service in different businesses too often: HoReCa, retail,  e-commerce and product/service delivered online… In every type of business, any management type, structure, size, industry…too many cases of wrong customer care, support built.

As for the offline: retail, HoReCa some steps for the effective customer care service are obvious, for online businesses it’s mostly misunderstood.

Looks like entrepreneurs hiding themselves and businesses behind the site and ‘some answers is already ok’…but it’s not ok, to be frank.

Hiding, practising poor communication standards you’re not moving your business up, because clients’ satisfaction is a huge argument for or against your business.

There’re many resources on correct customer care service building, many books, but the main principles are quite simple and we could summarize it in 5 points:

  1. Timing
  2. Active listening
  3. Precise guidance
  4. Personalization
  5. Offering sweets:)

Looks easy,…but check it out for your business…

  1. Timing. Make sure that every inquiry answered in-time, – in 24 hours (faster-better). Yes, for business communication it’s possible to answer in three business days, but when communicate to client, you need to speed-up, otherwise client can choose someone else or get feeling that noone needs him/her in this company…as client…
  2. Active listening. Yes, sometimes it’s difficult to make your client feel comfortable, feel friendly atmosphere in conversation through email, chat…That’s why your operators should adopt active listening skill and know how to apply it in these types of communication. Client wants to be heard, problems to be solved, service to be perfect.
  3. Precise guidance. Make sure your operators, client managers, account managers know what to do, when and how they should respond and how to solve any prospective problem. When your final operator – the face of your business gets business updates later than client – it’s a problem. Remember – you need to inform customer care service teamlead first – operators shouldn’t get updates from weekly news officially released on site, they need to be prepared upfront.
  4. Personalization. Make sure that all the online communication has been (and will be) personalized. It’s much better when your final operator makes friends with client than when he afraid to said something else because ‘company doesn’t allow personal communication’. Let them discuss the favourite taste of wine to build a cosy environment.
  5. Offering sweets. Your final operator should always have something additional to offer to client (especially when solving problems). Bonus makes your client loyal! Remember that and develop types of bonuses and other offerings you may have. You shouldn’t pay for Rolls-Royce, but some bonus service/product or event invitation  – is always good solution.

 

As you can see – nothing difficult, but any point is easy to miss and mess-up with. Don’t be the one with bad service, be the one whom client will remember for years…and stay with you for years!

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‘Innocent Operator’ Why your customer care service can ruin your business?

‘Innocent Operator’ Why your customer care service can ruin your business?

Client-oriented, friendly, user-friendly, what other good words can be used to describe successful customer care service operation? Many and it’s pleasure when you can say so.

But what if it’s not so successful?

The answer is – it’s disaster! The reason why it’s, – because it’s just the way to ruin your business.

When you have call-centre operator, manager who’s working with client, seller and any other employee who can use improper communication style, words, intonation, timing…and simply share bad mood…you’re just too close to get unsatisfied client or loose this client at all.

What it should look like?

 There’re simple rules to build an outstanding customer care service. And every entrepreneur and business owner should remember these rules and apply every single day:

  1. Your employees should be motivated. Lack of motivation – bad service. This way your customer will always happily communicate to happy person and your company will be associated with friendly smile as a minimum
  2. Your customer care service should be properly and in-time informed on any promo-offers, problems (public announcements), changes, etc. This way your customer wouldn’t get incorrect answer and your operator wouldn’t feel like an alien – who’s not familiar with change
  3. People who represent your company and communicate to your clients face-to-face should look properly. This way your company wouldn’t be mentioned by ‘I’ve met such a guy in crazy shoes’ or ‘Girl with pink hair just calculated price for me’. For sure it’s memorable experience, but it’s not a part of your business image (if you’re not running tattoo saloon or comics store, etc).
  4. Maintain internal communications and culture on the high level. Your employees are a part of your business, they shouldn’t feel apart just because they spent all the time answering clients’ requests. Make sure it’s a team work. This will help to keep motivation, which leads to happy employee and as a consequence good job and happy clients.

 

For sure it’s not a full list and sequence could differ from case to case, but the most important you’ve got:

create and maintain friendly atmosphere,

build an extraordinary experience!

 

Find out more about how to improve business operations by fixing customer care service and other top problems from

Top 7 Secrets: How to Improve Your Business Operations