How To Elaborate A Successful Customer Service Strategy

How To Elaborate A Successful Customer Service Strategy

 

Customer service  is an essential part of virtually any company: there are very few, if any, that can afford to entirely neglect this area of the business. For both new and established companies, developing a good customer service strategy helps develop good customer relationships, establish brand loyalty, and encourage repeat business and referrals.

Create a Mission Statement

The first step in creating a customer service strategy is to think about what standard of customer care you want to provide, and to distil this into a simple mission statement that reflects your company’s ideals. For example, do you aim to provide 100% guaranteed customer satisfaction, or is it simply to provide efficient, friendly service to all customers? Whatever your mission statement is, it should be communicated clearly to all employees, and to your customers.

Determine the Current Standard of Care

Next, it’s time to determine how you currently compare with the industry standard. Obtain and review feedback from customers and talk with staff, to find out how your customers perceive your company, and to identify current issues relating to customer service. Research companies with gold-star reputations for customer care, to find out what makes their service strategies successful, and use the information you’ve gained to establish your customer care goals. Finally, compare your company’s current customer care service to the goals you want to attain, so you can see where you’re falling short.

Related Post:  Happiness for Warm Sales Leads: Increase Revenue by Maintaining Satisfaction

Develop a Plan for Improvement

Once you know where your problem areas are, it’s time to determine where and how improvements can be made. For example, you might find that your customer service team is consistently slow to respond to customer complaints and inquiries, and determine that the best solution is to hire and train more staff. Another possibility might be that your customer care team has a problem with addressing a specific kind of customer issue, and needs additional customer service training, or even product training, to help them deal with it more effectively.

With this information in hand, the framework for setting customer care standards can be developed. This should be a highly specific document that includes details of customer services, the staff who provide them, and the standards of performance that define each service. It’s also necessary to decide how staff will be trained; for example, will they attend in-house customer service courses, or receive training elsewhere? Finally, your plan should include a time frame for improvement, and a schedule of dates for training and review.

Effective customer care  is largely about people, but don’t underestimate the importance of technology. Investigate the possibility of technology you can adopt to improve the customer care processes you’re developing; for example, access to an online help index that customers can access to solve common problems with simple solutions. This not only improves the experience for customers; by reducing the amount of time service staff must spend on these problems, it also helps streamline the entire customer care process.

Coordinate and Incentivise the Strategy

Depending on the size of your company and your customer service team, it can be useful to appoint one or more people to implement the strategy and supervise other customer care workers. These employees are the ones who ensure that your new strategy is being implemented “in the field,” help staff work effectively, and identify any problems.

Another useful tactic is to create one or more incentive strategies to encourage acceptance of and adherence to the new customer service guidelines. Adding an element of competition by setting individual or departmental goals and rewarding the top performers can be effective, for example.

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Alison is a marketing manager of global sales and customer service training firm AchieveGlobal (UK) Limited, specializes in providing exceptional customer service skills courses and helps organizations develop business strategies to achieve sales success. Alison enjoys sharing her insight and thoughts to provide better sales and leadership.

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Inside The Minds Of Business Prospects: What Do They Ask Themselves?

 

Too bad there are no mind readers in marketing, since if there was, you would know what exactly prospective sales leads are looking for. Your company would be able to address the needs of these prospects if only you know what they want. Even if reading minds is not possible during your lead generation campaign, experience and conversations with business prospects can help better understand what your business prospects are thinking about. Knowing what prospects are thinking about is half the battle. Being able to satisfy what your prospects are thinking will help you bag the B2B leads that you are looking for.

So, are you ready to take a sneak peek into the prospect’s mind?
See for yourself:

“Should I do business with this person?”

The first ten seconds that you talk to prospects will determine your success or failure in the deal. Creating a good impression is very important at this stage, since a bored prospect will simple say no to your offer.

“Should I do business with the firm this person represents?”

This can mean two things: they do not know you yet (which is good news if you are positioning your business), or they already know you (which means they have some assumptions on you already). This is where your presentation skills will come to the fore, since how you present your business will determine the receptiveness of your prospects to your appointment setting call.

“Should I buy what this person is selling?”

Here, your task is to turn the two motivators of buyers, want and need, to your favor. Your prospects should want and need what you have to offer. Ask them some questions, know their pain, and see if they already have a solution already. Depending on how they answer, you could either have an easy job on the task, or you might have to go back to sales basics to compel them to buy. It might be necessary for you and your telemarketing team to adjust your pitch to feed on the desires of your prospects.

“Does the price and value worth my money and time?”

Make no mistake, your business prospects know what they need. The problem here is their wondering if what you offer is worth their investment. It might take a couple of nurturing sessions before you get any results but, as long as you can do it, you will make it.

“Is this the right time to buy?”

Sometimes, a business prospect may see your offer to be ill-appropriate at the present time. Sure, they are most likely to say ‘no’ to you, but you should still put some effort to make them remember you. If you succeed, by the time they need a specific business solution, your offer would come to their mind first.

It is not that hard to understand what is in the minds of business prospects.

As long as you know where to start, what to answer them, and you deliver what you promise, your lead generation efforts will pay off.

Social Media As A Medium For Customer Service

Social Media As A Medium For Customer Service

A post from Amber King

Using social media for customer service is a great alternative if you don’t agree to the idea of hiring a call center. Why is this so? Because a large percentage of the online population are using one or two of these channels all the time. In fact, there is a very large chance that your business leads are using LinkedIn, your sales leads are using Twitter, and both of them are using Facebook.

Let’s take Facebook, for example. Its comments box is an ideal feature for it to be used as a customer service tool. On the other hand, Twitter hashtags offer a unique tagging system for discussions.

Benefits of using social media for customer service:

  • Instead of hiring a call center for telephone support, your social media marketing team will be the ones performing this function. This will allow you to save more on expenses, and be able to make the most of your social media marketing team.
  • Your social media page will become an important part of your online presence, and will no longer be an “excess appendage” that you have to constantly update for the sheer purpose of keeping it active. If your fan page has a concrete function such as customer service, then there will no longer be any debate about whether the resources spent on social media channels are indeed wise investments.
  • Most customers shy away from making a call when they need help, want to give appreciation, or share an opinion. Instead, they would rather send an email, text, or chat. If you make it known that your fan page functions as your customer service, and you can be reached with a simple comment, then you will have a higher chance of engaging your customers online.
  • For customers, waiting to talk to a customer service representative or being put on hold is extremely frustrating, especially when they have other important things to do. By simply leaving a comment on your fan page, they can rest assured that their problems have already been received and all they have to do is wait for the response. They would also see how many questions have been answered before you get to their questions, which eases their stress a little knowing that things are “actually moving” on your end.
  • One more thing about why using social media for customer service is that you’ll have better control over your social media reputation. You will be able to monitor all comments posted on your page. And when any comment is posted, whether it is a question, clarification, opinion or even a complaint, you will be able to respond straight away.

How to use social media for customer service:

  • Don’t force your fan page visitors to go to your website just so they can get an answer for their query when you are online anyway. Give a solution to their problem right then and there.
  • If you need to send them to your website, point them to the exact page or give them a direct link to where they can find the solution. Don’t say something like: “check our website to answer your problem.” Rather say it like this: “Here is a link to a previous discussion that answers your question.”
  • You will need to have your people constantly monitoring your fan page or social media channel so that all questions are answered as quickly as possible.

By giving it a significant purpose, your social media fan pages can be more than a simple accessory to your website. It’s all a matter of correct implementation and dedication on your part.