Service quality 5+: 4 good tips!

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How should you communicate with clients so that their loyalty grows by leaps and bounds? UIS has been working on this issue for a long time, and constant testing and innovations have not been without results. Today we want to give some really good advice that will improve the quality of service and your clients.

1. Don't complicate tasks, work more simply
What is needed for quality customer service? Of course, a competent support service that deals with customer issues. And the main goal is to improve customer service. Therefore, when it comes to israel phone numbers interactive systems (for example, IVR , “interactive voice menu”, where you hear a pleasant voice with “press 1, if not, try 2, or, as a last resort, press 3”), the attitude of many customers towards them has recently worsened: “to get help, you have to get through from one department operator to another, which sometimes irritates even the most patient customer.”

As we can see, customer service standards include long and complicated operations. Therefore, sometimes the client gets the impression that they do not want to work with them at all. But there is a way out of such situations - use simpler methods.

For example, when a customer calls the technical support service, do not make him talk to three managers, finding out what kind of problem he has. The technical specialist will find out on his own.
Or if a client's call concerns the financial side of the transaction, then he should quickly get through to a specialist, rather than discussing approximate amounts with the technical support department manager.
So, select the following methods for yourself:

a clear forwarding structure so that when a client calls, they can immediately switch to a specialist;
quick connection with a specialist competent in a specific issue;
prompt response from the employee, without delays for the client on the line (the waiting time should not exceed 30 seconds).
It is simple and convenient methods that will create a positive image of your company (and each employee) in the client's mind: the easier it is to reach you, the better it will be for both you and the client. This can be achieved using virtual PBX tools .

2. Teach your employees to speak
The second important point in service is communication between employees and clients. Important: the client must understand that he is communicating with a real person, with knowledge of the matter, and not a programmed robot. It is good that a sufficient number of methods have been published on this issue, for example, two works by Albert Mehrabian, which reveal the “power” of communications. It includes three parts:

the words themselves that you use in communication (works in 7%)
your tone of voice (works 38%)
As you can see, a simple “Thank you” only provides 7% contact with your client. But your tone and accompanying your words with gestures give a much greater effect when contacting the client. Therefore, pay special attention to the tone with which you address the client and what body language you use for this.

3. Don't leave the client hanging on the line
Do you know what the fastest way to lose a customer is? No, it's not casually offering extra services. It's making them wait. For example, UK retail lost around £70 billion in 2010 due to very slow customer service. Speaking of losses, a 2011 study found that a 2-second delay in response resulted in a 4.3% loss in profits. Can you imagine? That's only two seconds!

But prompt customer service, as Uservoice has shown , makes customers satisfied and happy. The thing is that customers want a quick response and quality of their service. To achieve good mutual understanding with the client, firstly, never create the impression of a sluggish, lazy person when serving, even if you are terribly sleepy (for example).

Note: If there is a waiting period, the client should not feel alone.

Secondly, set up a 24/7 hotline. Accept requests via email so that customers can quickly contact you for help. Add an online consultant app to your website so that the customer receives a response in real time. But if it takes months to solve the problem, then always keep customers updated on the situation: what has been done, what is happening now, and when you will contact them again. So, mark the most important thing - constant communication with the customer. They should know that you are interested in their questions and solve them first!

4. Use love and respect to the maximum
Don't forget about love for your customers! And other positive emotions. As Jeffrey James (copywriter for Inc.com) says, "customers make purchases based on their emotional state." Information certainly plays an important role in decision making, but it is emotions that trigger the "accept or reject" mechanism. When a buyer has enough emotions (note: decisions are based on greed, fear, altruism, envy, pride and shame), he makes (or does not) a purchase. This is confirmed by Daniel Goleman's book "Working with Emotional Intelligence", which says: "it is how the buyer feels when interacting with employees that determines his attitude towards the company as a whole." Thus, the conclusion is obvious: the best impression you can leave on a client is not a good commercial offer, but a pleasant emotional memory.

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5. Never give up - do your best
Without skimping on emotion, you must continue to do everything possible for your client. What exactly? For example, this happened: I once dropped my phone in a sink full of water. Since the trick with rice did not work (*they say you need to put it in rice for 24 hours), I called the manufacturer to try to replace the device at nominal cost. I wrote an e-mail to the company about what happened. Oh, miracle! The next day, the CEO answered me, who said that he understood my feelings, since he himself had recently encountered something similar. And he offered to replace the phone for free as soon as I sent back the damaged one. The best part is that he kept his word! So in a few days I already had a new phone!

As you can see, professional customer service is about doing whatever it takes to get positive results. Doing your best.

What have you done for your clients today?