WHAT ' S THE SIMPLEST WAY TO KEEP CUSTOMERS COMING BACK FOR MORE ? DELIVERING RESULTS .
FIND THE RIGHT PEOPLE
The agents who excel at maintaining client relationships take the right approach to customer service well before any call is answered or any reply is sent .
They ' re personable , hospitable , and kind in every aspect of their lives . They understand that putting the customer first is their responsibility and that they must take pride in representing their organization .
When seeking new team members , those traits must be emphasized above all others . After all , in this role , it doesn ' t matter how knowledgeable you are if you lack compassion .
Once that box has been checked , look for analytical and technical prowess . Here ’ s why :
• Customers expect fast and accurate responses to their inquiries : and your agent ' s ability to quickly analyze and solve problems is crucial to providing high-quality service .
• Technical knowledge is often required to navigate complex systems and assess detailed issues . Representatives who have those skills can identify patterns , troubleshoot errors , and offer comprehensive solutions , ultimately leading to greater satisfaction .
If your agents don ' t have those two additional characteristics don ' t worry . You can sharpen them through training and continued exposure .
You may also wish to train vital soft skills , such as :
• Active listening , which allows your agents to fully understand your customer ' s concerns and issues .
• Time management , which is essential in situations where they must juggle multiple interactions at once .
• And critically , patience , which is needed since it can be challenging to handle difficult situations with grace .
Why are those skills important ? Because in the Gartner Peer Community survey , 40 % of respondents recommend a product or service to others immediately after a positive business experience . Agents who take the most optimistic , constructive , and reassuring approach can lift up someone who ’ s feeling down and defeated .
You can ' t keep your customers , let alone keep them happy , if you fail to demonstrate that you understand their predicaments and are committed to resolving them .
KNOW YOUR AUDIENCE
Every customer has different needs and expectations . That ' s why truly understanding what they ' re about and " meeting them where they are " have become the most important aspects of providing quality support .
Consider the differences in working with enterprise clients and smaller companies . A large business will have fully-built departments ( such as finance or IT ), with individuals in defined roles .
For these customers , dedicate someone ( or a small team of people ) to that account , make introductions , and get everyone up to speed on how your company can deliver the best support possible . Once you begin proving your value to that customer , they ' ll consider you more of a partner , not a vendor .
On the other hand , small businesses typically don ' t have account managers or IT teams , so your agents are often speaking directly with the owners , and every minute spent with your support team is one they ' re not making money .
In this environment , those interactions must be quick . Skip the in-depth conversations , take control of the issues , vow to resolve them on their behalf , and get them back to work as fast as possible . Successfully delivering what you promised will earn their trust and keep that business agreement going .
Your approaches to business-to-business ( B2B ) service and business-to-consumer ( B2C ) service should differ , too . If you ' re working with another business , your goal must be to continually make it look good in its customers ' eyes by supplying what you ' ve agreed upon without any hiccups .
CUSTOMER RETENTION
• In B2B , don ' t leave the client holding the bag for your mistakes . In B2C , it ' s your own relationship to manage .
• Provide fast , convenient , and responsive assistance for both B2B and B2C through multiple channels and self-service options to meet their needs . Focus on delivering an exceptional experience that builds loyalty and drives repeat sales .
Regardless of who you ' re serving , if you understand exactly what your customers expect from you , you can ensure your team is there for them and can make those relationships last .
WHAT ' S THE SIMPLEST WAY TO KEEP CUSTOMERS COMING BACK FOR MORE ? DELIVERING RESULTS .
PLAN TO PROVE YOUR WORTH ( OFTEN )
What ' s the simplest way to keep customers coming back for more ? Delivering results .
In the Gartner Peer Community survey , 67 % of businesses said unresolved issues led to a negative customer experience that cost their company money . When too many things break down during an interaction , the buyer is left questioning whether to move forward or move on .
It goes without saying that you should never be in that position , but if you are , your support team must be prepared to prove your value .
• Always have data and other supporting information available to demonstrate you ' re backing up your promises .
• If the service you provide to a buyer is complex , highlight the most relevant points so your customer doesn ' t need to decipher what it all means .
Your internal processes should also be geared toward generating feedback and using it to improve the CX .
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