If you're considering reevaluating your customer service strategy your main focus is figuring out where you can improve. A business' customer service strategy is not just about what information you're giving customers.
If you want to change your customer service philosophy, here are four inexpensive tools you can implement right away to make a change. I can give the seal of approval on all of these because we use them right here at AccuConference.
One of the most important parts of customer service is that your employees are familiar with your product and your company. When a customer calls in with a question or a concern, your goal is to make sure this is the only call that has to be made. Getting it right the first time makes a big impact on your customers and step one is educating your employees.
One of the best things you can do is trust your employees and this starts at the very beginning of a hiring process. We have a very specific hiring process that helps us to determine candidates that have the same philosophies and feelings about customer service that we have as a company, and because of this my managers trust me to handle some things on my own and to take a concern to a higher level when I need to.
This is AccuConference and we are not the droids you’re looking for. (Hah!) We don't use scripting. Sure, we have standard responses to things, but they aren't the product of a script, they are the product of our experience. This is a big difference. Not being on a script gives us the chance to develop a rapport with customers and let them get to know us.
No Bait, Just Fish
An advertisement, whether it is a commercial, a print ad, or even a tweet sets a tone and an expectation with your customers. If you can't deliver on a promise made in an advertisement, then you're suddenly in a position where your first interaction with a potential customer may be viewed as a deception. This isn't a good way to start a relationship and can take a lot of extra work to repair. This is why when someone sets up an account with us they find a low rate, all of our features, and our undivided attention.
How do you approach customer service?
In the Dallas/Fort Worth area, sometimes we get thunderstorms that prompt tornado warnings and sirens, sending families and pets into the bathroom or underground to take cover. Weather both fascinates and scares me, so when there’s severe weather in the area, I’m always on a local station website. Some of these sites include chat programs where volunteers, usually storm spotters or chasers, help the public to understand when and where these storms will be moving.
They aren’t meteorologists but their experience makes them a trusted source. Imagine my surprise when one of these trusted sources began to talk about how he personally didn’t feel like there was much of a tornado threat in our area, despite active watches in the area. He’s trusted, certified, and understands how the weather works. On Tuesday night, there ended up being 13 reported tornado touch downs in our area which made his comments very irresponsible.
When you call yourself (or get called) an expert, it puts you in the position where you become responsible for communicating accurate information, no matter what the subject.
Anytime you consider yourself to be an expert, you have to respect that title, and use it to educate your clients, customers, or people looking to you for advice.
For example, we are considered to be conference experts, but that is only because every single one of our operators is trained the exact same way with all of our products. This is to ensure that a customer can speak to anyone and always get consistent information. We also try to educate our customers so that they know and understand how a product works, or what additional features might be available to them. We can walk you through setting up your first conference from start to finish, and even suggest any of our services that might help you get a little more from the service.
Since we are experts in our field, we take it very seriously, and if you’re in the position where you feel like you are “expert” enough to make yourself publically available, you better respect that. How do you stay true to the trust that your customers and clients have given you?