business messaging blog
Growing expectations in customer service
Scott Navratil

If you are trying to build up your business, you should be looking at your customer service. It is one department that is often ignored. Yet, it is also the department that has the most interaction with your customers. In fact, improving these interactions is one of the best ways to encourage repeat business.

We are seeing customer expectations growing exponentially as the use of technology makes it easier than ever to communicate with customers. Here are some ways you can grow your customer service department in order to give your customers everything they expect.

Faster service

Since there are so many options available for communication, offering faster customer service is easier than ever. Customers shouldn’t have to be left on hold for 20 minutes when you can easily offer other, faster options. You could use AI Chatbot texting to allow for text communication with customers. You can use chat through social media. You can answer emails. The most important thing to remember when using these options is that quick responses are still expected. That is why AI Chatbot is so great because it allows for immediate responses instead of customers having to wait for a real person to respond to them.

Another option if a customer needs to talk on the phone in person is to offer a callback option. T-Mobile, is a great example. When customers are logged into their account, they can press a “call me” button, and a representative will call them when it is their turn in line instead of having to wait on hold. The important thing is that you aren’t wasting your customers’ time, so make it as fast and easy as possible for them to reach out to you.

Build relationships

Customers aren’t interested in buying any product anymore. They want to have a relationship with your company instead. It is much easier to work out of a bad situations if you already have a relationship established than if you aren’t important to the customer at all. Use social media to engage with your customers and ask them questions. The better the relationship, the harder it will be for them to leave you for someone else.

Is the customer always right?

Part of the typical customer service training is to say the customer is always right. But the truth is that the customer isn’t always right. However, if they are wrong, it is because you did something wrong. Maybe they misunderstood the product or the particulars of their special. If they are misunderstanding something, it is because your company didn’t do it’s job in explaining well enough. Use these interactions to create better transparency. You can fix any problems you didn’t realize you had in your product or service based on the interactions. You can create better advertisements with better explanations. You can do more how-to videos to help troubleshoot problems. Whenever a customer comes to you with an issue, even if it seems like it is their fault, use the interaction to create a better overall experience.

Chantel Fullilove

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