Please Don't Hold: How to Improve Customer Service in 2019

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Please Don't Hold: How to Improve Customer Service in 2019

The right CRM system can help you connect with customers, improve profits, and streamline processes

Friday April 26, 2019 6:24 PM, ummid.com News Network

CRM System

Did you know that more than half of Americans have scrapped a plan to purchase something due to poor customer service? And that 33 percent of Americans say that they would consider switching companies after just a single instance of poor customer service?

Clearly, customer service is a big deal. And as a business owner, you should constantly be working to improve your company's customer service.

But, just exactly how do you do this?

Check out this guide to learn how to improve customer service in 2019.

Seek Out Customer Feedback

Before you take any steps to improve your company’s customer service, you first need to figure out what exactly needs to be improved.

And the best way to do this is to talk to your customers. By learning your customers’ pain points, needs, and experiences, it will be much easier to narrow in on what your company needs to do to improve service.

But, exactly how are you supposed to get feedback from customers?

While some customers are great about leaving feedback and reviews without asking, others are not.

Therefore, you need to do what you can to encourage feedback. This could mean offering telephone or email surveys, setting up a reviews section on your website, or offering small rewards for providing feedback.

Choose the Right CRM

CRM stands for Customer Relationship Management. CRM is a technology (usually in the form of software) that helps your company manage all of your relationships and interactions with customers and potential customers.

The right CRM system can help you connect with customers, improve profits, and streamline processes.

But, if you pick the wrong CRM system, your relationship with your customers can turn into a complete, unorganized mess.

You can check out this post to learn how to choose the right CRMs for small business.

Improve Your Customer Service Team

If you want to become a company that’s known for great customer service, you first need to work on building a strong customer service team.

It’s very important that you hire customer service representatives with the following skills:

Patience and empathy: A customer service rep will have to deal with all sorts of people. Some may be annoyed or confused, while others may just have a lot of questions. Either way, you need reps who can handle all sorts of people.
Excellent communication skills: The customer service reps you hire need to be confident and possess excellent communication skills. Look for people who can convey whatever they say in a positive way.
Knowledge: A successful customer service representative is a knowledgeable customer service representative. Make sure all of your reps are well-trained and knowledgeable about your products, services, and pricing points.

In addition to these qualities, you should also make sure that you are constantly training your customer service reps and monitoring their performance.

Excellent customer service is an ongoing journey, and you always need to be doing what you can to improve your customer service skills as well as the customer service skills of your employees.