Building good relationships with your customers begins with reminding your teams that customers aren’t ‘sales’ or ‘transactions.’ Customers drive your success and keep you and your staff employed. When they have a good experience with your products, services or staff, customers are more likely to make another purchase. And they can become business ‘ambassadors’ who talk positively about your company, offering word-of-mouth recommendations that can help build your business.
The Value of Great Customer Service
Customer service occurs during and after purchases. During these exchanges, your customer service staff becomes the ‘face’ of your organization and can affect your reputation and your brand image.
To make post-sale interactions with customers effective, great customer service reps focus on the following:
Ask your customer service teams to put themselves in the ‘customers’ shoes’ and respond accordingly. This translates into shorter hold times, courteous and empathetic conversation, and a one-stop solution instead of multiple transfers.
Responsive, personalized, proactive behavior
In the digital and mobile landscape, the best customer service reps will engage with buyers on their terms – by phone, text, or live chat. Consumers are accustomed to faster speeds of everything and expectations are high for customer service response times. They also expect companies to know about what they bought and solve not only the known problem but provide additional counsel about unanticipated ones.
Qualities of Good Customer Service Reps
When hiring staff to interact with your customers, screen for these skills and characteristics:
- Verbal communication
- Ability to learn about your business
- Calmness / slow response to stress
You’ve put time, energy and financial resources into building your brand and your company. Be sure to invest in the human and technical resources that will deliver outstanding customer service. Satisfied customers become intangible assets to your business – taking care of them is worth the effort.
Talk with our team at VanKeith Commercial Capital about financing options for supporting your business growth, including building a strong customer service program.