Learn how to deal with difficult customers through case studies and examples.
Trends of Customer Service To Keep Up With
Customer service has changed. The days are over of just answering the phone, taking orders, and providing technical support. Customers want quick responses, effective solutions to their problems, and personal relationships with their service providers.
A customer service agent must be able to navigate a complex matrix of communication channels – including social media platforms – in order to meet these expectations. Here are some ways you can effectively maintain engagement with your customers by keeping up with current trends in customer service.
Section 1: Communication channels
Social media is still one of the most effective channels for customer service and customer acquisition. Social media allows you to build your brand and create a community of people that share your vision. It also allows customers to voice their opinions in a way that doesn’t affect your business directly.
Use social media as a resource to help identify trends in customer service and to better understand what people are looking for. Don’t be afraid to create a Facebook or Twitter account, and participate in online conversations with your customers to know what they want from your company and how they want to get it.
You can also use Facebook Live or Periscope to facilitate live customer service interactions and to extend the conversation beyond the digital world.
Stay up to date with current trends in customer service
Customer service agents must stay aware of the latest customer service practices and the latest innovations in tech. In order to become more of a “superstar” agent, the agent must be current on everything the company does and continually learn how to use the tools available to them. This means staying updated on the latest tools and technology and knowing how to apply them to their jobs. For example, some companies now allow agents to access company training videos on their computer screen, which means the agent doesn’t have to leave their desk and is able to deliver instruction in the most efficient way possible.
Many companies even provide their agents with virtual reality headsets so they can train and improve their skills in simulated environments.
Get personal with your customers
Most customers would be more likely to feel engaged and attached to a brand if they know you know them personally. People tend to be more willing to trust a brand they know has strong relationships with their customers. So, your customer service agents must be able to deliver personal contact, receive feedback, and communicate with customers in a timely manner.
A common mistake I see customers make when shopping online is they ask for help, but they really want to receive personal contact. In this case, a quick email response won’t cut it – it needs to be a message from a real human being. Asking for a manager when it is really just a small problem can also backfire. Most people are eager to get help from a real person and will jump at the chance if you can deliver.
Invest in your customer service team
Your customer service team consists of front-line staff such as agents, managers and a general manager. Not only do you need to pay attention to how the team interacts with customers, you also need to know how you can improve the experience for these employees. As a service provider, you must create a working environment that helps agents develop strong rapport with customers. You also need to make sure your technology is readily available for your agents.
And, while you don’t need to fully automate your customer service experience, you need to offer your team the latest tools. For example, take the example of Amazon. They use Amazon’s newly released virtual assistant, Alexa, to field customer questions. And Alexa is just the beginning of Amazon’s innovative customer service innovation.
Make sure you have a social media presence
Social media has been revolutionary for customer service agents, and while some will argue that social media channels can be detrimental to relationships, most modern day customer service organizations view it as a tool to help with customer retention and retention marketing.
Social media can be a great customer service tool, if you are using it right. Customers can express their emotions with you more effectively via social media, as opposed to email or phone. Emotions are more easily identified, and the more you use the right tone and language, the better.
The social media tool I like the most is Facebook, and I have been able to drive quite a few leads via the platform.
Keep up with industry standards
As customer service agents become more sophisticated, they are expected to learn about, and implement the latest trends in business. This can be challenging, as many industry standards are often buried in the fine print of the contract. But luckily, there are a few overarching standards that everyone should be familiar with:
Google terms of service
US Department of Justice guidance
The BPO Industry Standards Development Group
Finally, establishing a protocol to meet your customer service agent’s communication needs ensures you are prepared to answer their calls or offer them a self-service option.
Follow industry trends
In order to stay ahead of the curve, make sure you are making use of industry trends.
In order to get the best results from your customer service, you need to adapt to the newest tools and technologies available. An effective approach to customer service requires you to use the right tools, manage your time effectively, and stay on top of your customer service team.
And, just as the trends in customer service have changed over time, so must your customer service system. Utilizing the right software can help you keep up with all the latest developments in customer service.