Mistakes can be costly, especially in today's world, where one small mistake could spread to thousands on social media. Customers who had experienced poor customer service were likely to share their stories on social media. You could make the mistake of not listening to your customer, being unpolite, or trying to win an argument with your customer. This blog aims to show how your company can build a support team that works.
1. Employee Engagement
Employee engagement is all the way from pre-hire to exit interviews (and post-exit feedback) and everything in between. Employees want to be heard and recognized, but building employee engagement goes beyond just recognizing them every once in a while. Having frequent interactions and encouraging people is important. Also, give your employees a chance to provide you with feedback. It shows you value your team members' opinions, which will give you opportunities to improve. Keep the engagement up, and the retention will follow. You can also be more attractive to talent if people aren't just engaged at work but enthusiastic as well.
2. Employee Empowerment
You probably have dealt with customer service representatives who did not have the power to solve your problem or provide you with what you needed at some point. It is more likely that someone from another department or a manager has the authority. Ultimately, this frustrates not only your customers but also your employees, making first-contact resolution impossible.
The training you provide is key for these new powers to be effective. If you hire them to help customers, please empower them and give them the tools to do so. Ensure all employees thoroughly understand your company's products and services. With more training, they may still need help knowing about your company's products. Thus, creating online resources allows employees to turn for advice to resolve complex issues and get the correct answer every time.
Final Thoughts
Maintain Good Records.
Regardless of how well-trained, empowered, and happy your employees are if you log customer orders and issues on loose pieces of paper, reservations or orders may be missed, or disputes may go unresolved. An extended period on hold or inability to locate a customer's order can be extremely costly. For this reason, provide your support team with the tools they need to ensure they have all customer data available to serve your clients efficiently and effectively. Stay away from the last hurdle, as it costs 5-10 times more to attract new customers.
Using customer service software, such as Zendesk, can help ensure that you consistently provide support with your audience demands, that no customer data is lost, and that all necessary information is always available. As a Zendesk partner, Zooloo can assist you with sales, consulting, implementation and integration. Please get in touch with sales@zooloo.asia.
- Discover more about Customer Engagement Strategies
- Find some tips on e-Commerce Strategies
- Looking closer at e-Marketplace Strategies
Tags: #zendesk #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
