Every year, businesses lose over $75 billion in potential revenue thanks to one thing: poor customer service.
And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back.
This means that, even if you think that your company’s current customer service policy and tactics are working, the harsh reality is that you may not know just how many of your customers feel that the service they receive is far from adequate.
Too often, companies blame a loss of revenue on competitors, poor market conditions, and even failed marketing strategies when the real reason why business is down is due to a poor customer service training and standards.
Be honest with yourself: How confident are you, really, with your current level of customer service? Do you think there are steps you could be taking to improve things?
If so, then you need to read this post.
In it, we’ll fill you in on some of the best ways to improve your customer service training — and increase revenue, customer retention, brand recognition, and more as a result.
1. Make It Personal
Today’s consumers want fast and accurate customer service — but they don’t just want canned responses from the brands they do business with.
Especially in recent years, we’ve already seen personalization play a huge role in marketing tactics. But now, this demand for personalized communications has drifted over to customer service experiences, as well.
To prove it, let’s take a look at some of the most important personal communication statistics.
One out of every four customers say that the top reason why they stopped doing business with a company was that they weren’t provided any kind of personal communication.
What’s more, about 48% of consumers say that they’re actually willing to wait a bit longer to receive customer service responses if it means they can get a personalized response.
Further studies show that about 44% of shoppers say that they’re highly likely to do business with a company that provided them with personalized service again — and that over 30% of them will recommend the brand to their friends and family members.
Personalized, one-to-one communication with real people is absolutely essential to customer retention and loyalty.
Remember too, that today’s consumers don’t just send emails and call into companies when they have a customer service query: they will also comment on a social media post or send a direct message to your brand’s social media page.
The right personalized communication software can provide your customer service team with the transaction history, language preferences, and even preferred method of contact for every customer.
2. Define When Customer Service Really Begins
Another essential element you need to stress to your team when you’re developing your customer service training program?
That customer service doesn’t actually begin when a customer makes a purchase on your site/at your retail store or when they contact you with a question or complaint.
Instead, it begins the very first moment that a consumer interacts with your website, follows you on social media, or sets foot in your store.
The most successful customer service strategies are those that work to anticipate the needs of a customer, instead of simply responding to them.
So, how can you anticipate when a customer is the most likely to need assistance, suggestions/recommendations, advice, or anything else?
Engage your customers at the key points of their overall customer journeys.
When you understand your customer journey better, you’ll know immediately when, where, and how to communicate with them. You’ll identify key touchpoints, understand how many impressions you need to make a sale, and be able to figure out exactly where customers are leaving your website.
Customer journey mapping allows you to increase engagement with your customers before they even make a sale. This way, through automated communications like chatbots, email responses, pop-ups, and more, you can make sure the customer finds exactly what they need — and completes their purchase.
3. Keep It Constant
The last element that you need to make sure you bring up in your customer service training programs?
In today’s world — thanks especially to the meteoric rise of e-commerce and e-retail shops — customer service needs to be constant.
You need to find a way to make sure that you’re available to your customers on their schedules and terms, not on your own. You can do this by providing tracking numbers, clearly outlining your policies/shipping times on your website, improving website user experience, or even outsourcing some of your customer service representatives to those in different time zones.
Consider this customer service fact: Roughly 82% of consumers expect an instant/immediate response to a sales, marketing, or other customer-service based query.
This means you need to stress the importance of fast responses to your team, but also that you need software that will help you to manage all the requests you have coming in so that no one falls through the cracks.
You also need to make sure your customer service representatives focus on omnichannel engagement to make sure that questions aren’t just answered in a timely manner, but they’re answered on the medium that the customer is most likely to engage with.
For example, younger customers may prefer email communication, while those from older generations may wish to receive a letter or a phone call.
Improve Your Customer Service Training With These Tips
The “secret ingredients” to superior customer service training are focusing on personalization, anticipating your customer’s needs, and making sure you can answer customer questions and address issues as soon as possible.
The right customer communication management software makes these improvements possible — and ensures that your team members and your clients are happier.
We invite you to learn more about how our software can improve the digital experience and level of engagement your customers will receive.
Reach out to us today to request your demo and get a personal tour of our software from one of our experts.
We can’t wait to help you make your customer service stronger than ever.
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