-
Mike Peters
- May 10th, 2019
-
9 Secrets to Having World-Class Customer Service
Every time a customer contacts your business, you have a choice to make. Be like everyone else, or exceed your customer’s expectation and leave a lasting impression that turns customers into raving fans.
Handling tens of thousands of phone calls, emails and live chats on behalf of our clients, we found there are three keys to standing-out and building a following, one engagement at a time: a) Positivity, b) Empathy and c) Resolution times.
Positivity always wins. Our customer support agents are trained to stand up, smile and use positive keywords to brighten up the caller’s day. Empathy is about active listening, re-iterating what was said and truly caring. And finally - Resolution times is the ability to solve the caller’s issue as quickly as possible. When there’s no immediate resolution – communicate an ETA and do whatever it takes to beat it, once again – exceeding the customer’s expectation.
Remember this formula: Happy customers = Expectations < Actual Experience
Whether you are handling customer support in-house, or using a company like us, make sure the support team commits to these three principles and your customers are going to love doing business with you.
