How Customer Experience Differs From Customer Service – Part 2

Previously we took a look at what makes customer service and customer experience different, the impacts of customer experience and that truly customer service is not customer experience. In this blog, we will discuss our top 4 tips of what you can do to ensure you are enjoying the full benefits of customer service and customer experience.

#1 Know Your Customers

Leverage helpdesk software that helps your support team record, analyze, and make deductions from customer conversations. Make collecting customer feedback easy by creating multiple touchpoints along the customer journey to encourage customer feedback.

#2 Have the Right Customer Service Skills

Your customers might have a hard time explaining their problem, some might have lots of questions, some are just chatty, and others may be frustrated and outright rude but your support team must be prepared to empathize with them, accept blame or negative customer feedback and offer the same level of service every time. To handle surprises, a customer service rep should be able to sense the customer’s mood, and offer a workaround while following the CARP method:

  • Control the situation
  • Acknowledge the dilemma
  • Refocus the conversation
  • Problem-solve to ensure the customer is happy. 

One of the best ways to keep customers happy and be seen as a competent company is to practice first contact resolution. Solve your customers’ problems the first time they contact you.

#3 Choose The Right Tools

Having the right helpdesk software allows you to integrate with multiple tools and helps you bridge the gap between your customer service team and your customers. Your customer service reps can easily engage with your customers across a platform of theirs and effortlessly collaborate across teams to resolve customer issues in no time. Make it easy for your customers to reach you when in need. Remember, the more ways you are accessible via a phone call, chat, text message, e-mail, video call, or face-to-face interactions, the more trust you’ll build.

Be present wherever your customers are, and respond to their concerns and posts online. Offer a self-service helpdesk with screenshots, videos, and formatted layouts, so that your customers can choose from these resources at their convenience and access your services better.

#4 Be Real

When you speak or write to your customers, be personable, casual, friendly, and cheerful. Have a real conversation with your customers, and make sure they are satisfied with the interaction. Personalize survey questions, offer recommendations based on past purchases, and only end a conversation after you ask “Is there anything else I can do for you today? I’m happy to help!” and your customer says “No, everything is fine!” loud and clear.

Showcase your support team pictures and bios on your website. Show your customers that your company has real people working to cater to their needs. Appreciate Your Customers, take the time to thank them for their confidence in you and your brand. 

Lastly, make sure your customer service team is happy. Keep watch of how your customer service team feels about their working conditions, compensation, available tools, resources, and above all, an Individual development plan for career advancement. With these tips, you will reap the full rewards of customer service experience. 

 

Posted by Esther Adekeye