What’s the last thing that drove you away from a brand after making a purchase? Was it the quality of their product or their poor customer service? Customer service is one of the essential pillars of a good business. When customer service is good, a business can thrive. When customer service is bad, it can tank the entire company. Let’s dive into why its good and how you can make your existing customer service center better.
Why is Customer Service Important?
Okay, so we know that customer service is important, but why is it so important?
Imagine you order something online. In this case, let’s pretend you’re ordering a bracelet from a jewelry store you’ve had your eye on for a while. You’ve been really wanting the bracelet, and you finally saved up enough money to actually purchase it.
Once you’ve made your purchase, you find out that the order is going to take longer than you expected, but that’s okay! You’re still excited to get the bracelet you’ve been waiting for.
The day you’ve been waiting for finally comes, you get your bracelet in the mail. Unfortunately, something went wrong somewhere along the way and your bracelet is damaged. The item you’ve been looking forward to receiving is completely ruined!
With a good customer service team, this error can be fixed immediately, whether with an immediate replacement or credit, or another method. If the order is fixed and the customer is satisfied, they’ll likely return again in the future because of how good the customer service is.
However, if the customer service is poor and the item doesn’t get refunded or resent out, the customer will become more irritated and they’ll be unlikely to shop with the retailer again in the future.
It’s important to remember that good customer service can help cover up any mistakes along the way, while bad customer service will amplify those mistakes, making people more likely to leave bad reviews of the company.
Tips for Having the Best Customer Service
In order to have the best customer service out there, you need to have a plan. You need to know what you want your customer service agents to do in certain circumstances. Are you going to offer refunds or store credit? Are you going to accept exchanges? It’s important to set up these boundaries early so people don’t go in expecting something different.
For the best customer service, hire people that are warm and pleasant to talk to and people with customer service experience. You want to ensure that the people you hire can talk to people who may get upset—helping to calm them down while also making sure the problem is fixed if possible.
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It’s also important to craft a script that your agents should stick to when necessary. If your customer service agents all say different things, it may be difficult for customers to get a grip on what your customer service is supposed to be like. If one person does something that another person doesn’t, they may expect that to be the norm.
Creating a Customer Service Model for Your Business
Taking all the information we spoke about above, create a model for your customer service team. What do you want the average phone call to be like? Are people able to send emails or chat messages, or is customer service available just by phone? What are the certain procedures when customers ask questions or need problems solved?
With all of this in mind, you’ll be able to build a successful customer service department for your business, keeping customers pleased all hours of the day.