Creating great customer service experiences is key to the growth and success of your business. Good customer service provides value, retains customers, and creates referrals for new customers in fact, 73% of customers fall in love with a brand due to their customer service. This means that if you want customers to keep coming back to you, then you must ensure that your business is meeting their needs and demands. If not, you could risk losing potential (and existing) customers to competitors. After all, customers are a key ingredient to a successful business and without their satisfaction, your business could lose some important relationships and experience profit loss. So as you invest more time, effort, and money into your customer service team, it’s important for you to know what customers want from customer service.
Members of your customer service team should have a friendly tone when talking to customers, whether in person or over the phone. A bright smile goes a long way in helping customers that may be experiencing a bad day. A friendly demeanour shows customers that you care about their wellbeing and satisfaction. It also makes them feel like they can relate to you, which gives them comfort in telling you about their problem.
Customers want customer service representatives to understand and empathise with their situation, whether they’re buying a product or seeking help for a problem.
Often, a customer just wants to be listened to, even if it has nothing to do with your business. Saying things like “I’m sorry you’re having difficulties with…” or “How was your day?” humanises the customer service experience and builds trust with customers. It can also make customers feel like you value them and are committed to servicing them.
When a customer is experiencing a problem with your product or service, their ultimate goal is to have that problem solved.
When contacting your customer service department, they want that problem resolved with little work from their end, in as little time as possible. A customer service rep should help customers with that goal in mind. When solving customer problems, listening is the first step. Then, confirm what you heard and show empathy to the customer. You want to make sure you understand the customer and that you’re on the same page. Finally, you offer solutions or alternatives. If you want to go the extra mile, you can follow up with customers to ensure that they are satisfied with the outcome.
Time is of the essence and customers want everything now, not later. Customers want instant gratification, whether you offer live chat capabilities, fast email responses, or 24/7 telephone support. The faster your business can respond to customer problems and queries, the better your chance at making customers happy. No one likes waiting long periods of time for their problem to be solved. This causes anger, frustration, and ultimately, distrust. So a business that wants to truly satisfy customers offers fast service.
Customers want multiple channels of communication to meet their specific needs. Some customers prefer to message companies, while others prefer to phone or email businesses. You can also handle customer service requests through face-to-face meetings, social media messaging, direct mail, live chat, and AI-powered chatbots. Each customer will have their own communication preference, which is why it’s important for businesses to use multiple customer service communication channels and a unified communications solution is the answer you’re looking for.
At Windsor Telecom, we fully understand what customers want from customer service and will help your business meet customer needs. We have excellent customer service ratings and can provide multiple channels for customers to communicate with your business.