Improve Customer Service Skills

Customer support is the most important aspect to focus on in order to improve the relationship with your users and customers. Customer service represents the image of a company and a great deal hangs on its competence and quality. 

This is why it is so critical for companies to monitor it and implement all the necessary measures to improve it. 

In this article, we will reveal the rules that simply cannot be ignored if you want to create a good customer service. 

Invest in competent customer support 

A customer support team must have the right skills to address all inquiries effectively. Even if you are equipped with the most sophisticated and cutting-edge CRM, it is not possible to ignore the skills of your operators. But, what are the key skills your customer service team must possess?

First of all, operators have to know how to listen to customer requests and relate to them with patience and empathy, especially as often they find themselves in front of angry customers. 

Knowing how to manage every type of customer is another aspect that should not be underestimated. Requests change and, with them, the moods of customers. For this reason, operators must position themselves in a state of continuous learning. 

Of course, customers rely on the operator to solve their problems. For this, the support team must know everything, absolutely everything, regarding the products and services offered. In the case of overly detailed or technical requests, internal organization must know exactly who to transfer the request to as quickly as possible. 

Be effective for every point of contact

Today, online and offline overlap, as users expect to receive the same support. Omnichannel is part of this context, which manages all channels and points of contact between company and customer to provide adequate assistance.

Until a few years ago, the business approach was considered multichannel. Customers had various points of contact with the company, such as physical stores, e-commerce and chat. In this case, however, these so-called touchpoints were unrelated to one another, so they did not act in synergy. In practice, the customer could receive better or worse service, depending on the channel used.

Omnichannel, on the other hand, aims to connect the various communication channels together, so providing a uniform and fluid service to customers and implementing a satisfactory customer experience.

To achieve this goal, it is necessary to rely on cutting-edge technologies, such as those proposed by We Are Fiber, capable of centralizing all channels, tracking interactions and collecting useful data and information.

Improve the organization of the service

Customers today have little time to waste and want to find answers quickly, very often on their own, without the need to call assistance. For this reason. it is essential to enhance self-service support services, through FAQs and intelligent chatbots. 

This type of customer service is an important resource, as it reduces costs for companies, but it cannot be the only way to assist customers. In fact, it must be used to complement a more complete customer service. 

Collect customer feedback periodically

Knowing the value of your product as perceived by consumers is certainly an added benefit for developing better performing strategies. Customer opinions are the primary tool for evaluating so-called customer satisfaction, or the level of customer satisfaction with respect to the products and services offered. 

To gather feedback and opinions, interactions between customers and operators must be monitored. This way, you can understand what kind of attitude is being transmitted to the other side of the phone, as well as operators’ approaches and professionalism. 

Social media also assists with collecting feedback. With the development of such technology, it has become far quicker for companies to understand what customers think. Online platforms have given customers the opportunity to have their say. 

In conclusion

If you believe you are unable to optimize your business strategies and collect feedback from customers in the right way, you can always turn to a team of experts. 

Do you want to know more and create an "ad hoc" strategy for your business?

Contact We Are Fiber, where a professional and qualified staff will give you all the information you need.