48% of customer service teams see delivering an outstanding customer experience as a top priority. They’re right to do so. It’s challenging for firms to differentiate themselves solely through products and services in an increasingly competitive marketplace.
Even if they strike it big with an idea that no one has ever thought of, it doesn’t take long before their competitors emulate them. Firms wishing to maintain their competitive edge must find another way to do so.
Pairing innovative products and an exceptional customer experience is the perfect place to start. The process, therefore, begins on the design board but also incorporates every touchpoint with the client.
In this article, we’ll examine the top 5 components of customer service. We gleaned tips from one of Europe’s top service specialist companies, SupportYourApp, and will teach you to apply them to make your firm stand service stars.
The Top 5 Components of Customer Service
The client isn’t always right, but it doesn’t matter. Without clients, there is no business. Reminding your consultants that the client always deserves respect is one of the top customer service elements.
When employees treat clients respectfully, it becomes easier to form a lasting relationship. Customers feel more valued and realize that any concerns they have are taken to heart.
Another one of the critical customer service elements is to understand your clients. This starts with understanding their needs so that you may better anticipate what will fit them. It continues toward understanding what is most important to them and ensuring the customer experience meets their expectations.
It goes beyond that to the customer service arena with empathetic consultants. Service representatives must put themselves in the client’s shoes to better understand where the real issue lies.
Listening is fast becoming a dying art. In a typical conversation, both parties are so focused on what they’ll say next that they miss much of what the other person says. Service agents must be willing to put aside their egos and listen.
One of the most crucial components of customer service is to listen to what the client says actively. Every now and again, the agent may say something such as, “Yes, go on,” just to indicate that they’re still on the line.
They should not, however, interrupt the client or assume they know the solution before the client finishes their explanation.
We’re almost at the end of the customer service elements, but take notes. How your agent responds to your client can make or break the relationship.
The consultant starts by mirroring the client’s tone, pitch, and language. This starts to create a rapport. The consultant should then paraphrase the client’s issue to ensure that they’re both on the same page.
Now it’s up to the agent to find the best solution for the client. Should they not be able to assist due to low stock levels or because of company policy, they must phrase their response positively.
It’s incorrect to say, “Our policy won’t allow me to do that.” It’s better to say, “I’ll be able to assist with this solution instead.”
Agents must walk a fine line between maintaining the relationship and upholding the company image. You cannot give in to a client when they’re in the wrong because that will only cause more problems down the line.
Instead, look for a fair and equitable solution that doesn’t compromise the company or prejudices other clients.
Providing service and serving your clients seem similar but work out as two different things. The former entails doing what is expected. You’ll answer client queries pleasantly and efficiently but do little else.
Serving your clients means taking things one step further. It entails elevating service levels beyond the expected. This means looking for creative solutions to assist clients with the issue at hand. It also means thinking outside the box.
To deliver an outstanding customer experience, businesses must understand the essence of customer service. Excellent service starts with respect and understanding. It moves to relationship building through listening and responding to the client. Finally, it culminates in a genuine desire to serve the customer.
Heather Wilkinson is a working with Deepak Shukla and a globe-trotting content writer who’s finally put down roots in her native UK. When she isn’t writing, you’ll find her pretending to care about Minecraft for her son’s sake, while secretly reading the latest Ace Atkins novel on her phone (or sleeping – her second favourite past-time)!