No business can thrive without customers, which means customer service should be a focus for any company.
To help your business excel in this area, employ the following strategies.
Hire the Right Representatives
Quality service representatives are essential to your customers’ experience. That means hiring the right people in the first place is important. According to Forbes.com contributor Micah Solomon, you should draw candidates from as big of an applicant pool as possible.
Next, pick candidates from that pool who exhibit the right personality traits for customer service (rather than focusing solely on skill). Important traits include warmth, empathy, teamwork, conscientiousness, and optimism.
Focus on Technology
Just like any other part of your company, employees working in customer service need the right tools to succeed at their job. Ensure that they have up-to-date technology that will allow them to assist customers speedily and effectively.
Focus on Delivering Quickly
Today, speed is just as important as quality. Delivering a great product slowly is no better than delivering a bad product quickly. Ideally, your company will be able to get the best of both worlds: Focus on ways to produce an excellent product and then get it into your customers’ hands as soon as possible.
Take a Global View of the Customer Experience
If you want to deliver great customer service, you need to keep every bit of the customer experience in mind. For example, the Four Seasons hotel chain took into consideration something as seemingly as small as the noise guest doors make when they close. They were not satisfied with simply delivering a room: They wanted every part of the experience of staying in that room to be excellent. Another example is that they schedule repairs at the convenience of the customer—not the convenience of the business.
For more tips on how to keep your customers happy and your business thriving, take a look at Mossberg Strategic Capital’s other blog posts.