By Ruoro Kairu
Your customers are arguably the most valuable resource to the business and its success. Every day, companies are looking for creative ways to grow their customer base and enlarge their market reach.
So, how do you get new customers, and ensure they return next time?
Stephen has been struggling with this very question. He runs a company in the fashion and beauty industry. The company has been in operation for two years. However, when Stephen looked at the company’s customer trends, he realized only a quarter of customers would come back after the initial purchase.
Stephen did a survey, trying to investigate why most of the customers were not returning. He spoke to a few past customers, as well as existing ones.
The most common factor why these customers would not return is due to poor service from the employees. Some customers said their inquiries would go unanswered for weeks, their calls would go unanswered, and some employees lacked enthusiasm dealing with walk-in customers.
In light of this, Stephen reached out to us to see how we could help his team build effective customer service skills.
How your employees treat customers will determine if the customers come back, and by extent, how successful the company is.
In a recent survey, researchers found that 85% of customers stay away from the business based solely on customer satisfaction.
When building customer satisfaction, you may only think about the customer service department. However, the entire organization is involved in customer support –from the engineers, accountants, technicians to the office admin, sales team, and even the leadership.
Thus, to improve on your customer service skills, you need to include every employee, as they –either directly or indirectly, interact with the customers.
Here are three pointers that will help you build effective customer service experience through your employees.
1. Hire the right people
Soft skills such as effective communication, problem-solving and emotional intelligence are integral in any position.
When hiring, go for employees who not only have the technical skills but also have these soft skills.
Moreover, go for employees who have a mindset to understand and fulfill customer satisfaction through their roles.
2. Train the employees
As mentioned above, every employee plays their part in customer satisfaction. As such, while having customer service training, involve every employee.
You can choose to train everyone at one go, or you can do it per departments. At the end of the day, you want to ensure every employee knows how to deal with customers, and more importantly, how they can apply this to their everyday tasks.
3. Provide continuous feedback
The best way to gauge how well the team is advancing, and how effective the training was, is by getting feedback from customers.
Additionally, you need to relay this feedback to the team. Let them know what is working and what needs to be improved upon.
At the end of the day, customer satisfaction is largely determined by your employees. So when you want to build a culture of excellent customer service in your organization, you have to start by empowering your employees.
Want to learn more about effective customer service training and how it can benefit your organization? Click here for more details.