A positive customer service experience is an essential thing to offer your clients during those times when troubleshooting issues come up. Customers are more likely to return to your business and to refer their friends when you demonstrate that you take their questions seriously and are invested in an overall positive experience with your product.
The quality of the customer service experience reveals to your clients how much (or little) you value them and their time. While many companies choose to outsource their customer service, it is important to select a third party who will adequately communicate the company’s values and convey to your clients that their needs and questions are important to you.
Customers contacting you with problems and questions are already in a state of confusion or frustration. When designing your customer service process, consider some things that these customers are likely to expect from your representatives:
Good customer service reps know that empathy and respect are vital parts of the interaction. Every consumer has experienced the frustration of dealing with a customer service rep who is completely indifferent to their issue and discourteous or dismissive. Basic respect, courtesy, and empathy for a problem are easy things to demonstrate to your customers, and yet the absence of these traits is all too pervasive in typical customer interactions.
Having people dedicated to customer service issues helps get a lot of customers served quickly, but how knowledgeable about the product are your reps? Good training and experience with the product or service in question alleviates a lot of frustration from being passed around from one rep to another or not being able to have issues addressed promptly the first time.
No one likes to sit on hold for extended periods or submit a question/issue and have it go unanswered. People who take the time to contact customer service at all usually have a time-sensitive issue that cannot be researched independently. Customers expect promptness and efficiency with their issues so that they can get on with their day.
Effective communication is essential to all aspects of the customer service experience. People want to feel heard and understood, and they want troubleshooting instructions explained clearly and effectively. Failure to communicate well with your customers will send them to competitors who better understand their needs. Good communication skills are essential for both demonstrating empathy and for delivering clear instructions toward an efficient resolution.
Listening closely and demonstrating respect are important ways to communicate how much you value and appreciate your customers, but without follow-through, customers will always leave disappointed. In order to improve customer retention—and increase referrals—it is vital to offer solutions to problems or alternative products for those that cannot be serviced. Following up with customers after their interaction also shows that you are invested in their overall satisfaction and want to ascertain that they have had their issues resolved, rectified, or compensated.
Checkeeper offers unparalleled customer support. An easy-to-navigate website and detailed video and written instructions make online check printing and mailing a simple process for even the newest of users. When a troubleshooting issue does arise, however, Checkeeper offers courteous and prompt customer support so that your time is not wasted. Have an unusual, high-volume, or time-sensitive check order that needs extra attention? A call or email to Checkeeper can get you a custom quote or specialized attention so that you can get your checks printed and mailed as quickly as possible.
Consumers routinely consider customer service important to both choosing brands and to remaining loyal to them, and, with so many options on the market, consumers are not hesitant to sever a relationship with a company that offers an unsatisfying or hassling customer service experience. A little courtesy, sufficient knowledge, and a speedy resolution can help turn a frustrated customer into a satisfied one.