This week’s roundup or top 5 articles includes a wide variety of helpful and interesting articles. From new discovers about which type of customer service is in the highest demand, to learning how to embrace and learn from customers’ complaints, these are articles you won’t want to miss!
Craig Borowski delves into the topic of self service, and discusses how high the demand has become in the customer service world. The concept of self service has grown exceedingly in recent years, and continues to become more and more popular. Borowski elaborates by siting various surveys, one of which proves that according to consumer data, 48% of consumers will search for over 10 minutes before contacting the company. In the past customer service was just a business cliché, says Borowski, but now it is presently one of the most crucial building blocks to a successful business
Flavio Martins tackles one of the biggest challenges to providing a top notch customer service experience. According to Martins, the greatest challenge is consistently improving your customer care skills, and remaining up to date with what’s in demand. Sometimes it is harder for customer service agents to remain up to date with what the customer want, but with these 4 tips on how to improve your own skills in order to retain your customers, customer care representatives should be in the clear!
Although a complaining customer may seem to be more of a pain then a help, Sourav Roy would say otherwise. In his article, Roy states that we should never fight back, or disregard a complaint. Instead, we should embrace the complaints and use them to our advantage. For instance, feedback is a great tool when looking to improve a particular product or service. Another way to utilize the complaints is to simply listen, according to Roy. Listening and understanding provides the customer with a positive experience, and will ensure they remain your customer.
Vivek Jaiswal lists some of the most well-known companies whose success comes from knowing how to treat their employees along with their customers. Jaiswal discusses the unique strategies of each company, and why their employee treatment made them so successful. From Google’s awesome work environment and employee benefits, to Amazon’s employee incentive to remain employed by the company- Jaiswal proves that happy employees will translate to an abundance of customers, and a prosperous
In this week’s guest post for “I Want It Now”, Gemma Baker shares some important tips on how to successfully navigate a call center by using the proper etiquette. She discusses how important it is to introduce yourself, and not sound like a robot. Customers are calling because they are seeking the help from a person, and they expect to have an actual conversation. They want to discuss their problem with someone, and know that they are being listened to. Another one of the Baker’s tips is to simply make sure you go above and beyond. Putting in the extra effort will guarantee happy, loyal customers.