Allbusiness.com published three tips on how to improve customer service.
1) Make it easy
Clients contact customer service when they are unable to find solutions anywhere else. So do not repeat what they can find for themselves on the web or probably already know.
Different customers prefer different sources of information. Offer the most common solutions in various formats such as text, images or video. Find out which ones are used most often. The sources should be informative, user-friendly and in understandable language. Do not be too technical.
2) Do not be too hasty
Time of response is important but quality of response even more so. A customer would rather wait a few minutes than receive an unsatisfactory answer.
If the response will take a longer time, inform the customer of this. If you know you will be able to provide a proper answer the following day, let the customer know. Take enough time to solve the problem. Customer care will pay off for you.
3) Ask for customer feedback
Customers want you to take account of their opinions. If you wish to increase their satisfaction, ask them what needs to be improved.
Inform the customer how long the survey will take. Choose neutral questions so you can obtain the most useful and honest answers possible. Do not ask too many questions. If you want to increase the number of responses, offer an incentive. Use the information you collect in such a way that the respondents know about it.
The key to success is to focus on clients. The best solution is not to have lots of sources but to have sources which can be used effectively. Do not worry about spending more time on an issue: it reduces the possibility of a customer coming back to deal with the same issue again.
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