8 of the Best Ways to Improve Your Customer Service and Boost Sales

Laura is a freelance writer specializing in ecommerce, lifestyle, and SMB content. As a small business owner, she is passionate about supporting other entrepreneurs, and sharing information that will help them thrive. It’s also important for agents to stay on task, focusing on the most meaningful interactions. When tedious – but important – work like post-call write ups or logging follow-ups contributes extra time and effort, any time you can give back to your frontline agents can go a long way. We’re talking shout conversational intelligence, that – no matter the platform customers talk to or about you on – can clue you in on what they need and how they feel.

• 57% of customers would rather contact companies via digital media such as email or social media than voice-based customer support.
• By tagging brands on platforms such as Twitter and Facebook, customers can get quick responses.
• Tailored to help you identify your customer support needs, this guide will help you find the right solution, simplify your purchase decision, and get leadership buy-in.
• As customer service agents, we’re often so focused on what we’re going to say next we miss the opportunity to listen and be present.
• This gives reps helpful insights into the customer journey so the map can be re-made or products re-designed if necessary.

Not only will you discover touchpoints and skills that need improvement, but your customers will see that are dedicated to providing top-notch, proactive customer service. The response is an important attribute in relaying clear communication. Whether verbally, by email, or by text, it’s a good representation of exceptional customer service. Realistically, every customer service situation must be handled on a case-by-case basis according to the issue and staffing you have. If you can’t solve a customer’s problem immediately, acknowledge them and let them know you’ll be right with them and working toward solving their problem. Most importantly, teach your team that customers aren’t personally upset with them more than they are about the product or service not meeting their needs.

Strengthen your customer service skills

Below are some customer service training ideas you can use to build a strong educational foundation — no matter what industry you work in. If your company is struggling, transforming your customer support into a 5-star experience can inject new life into your business. The body language of attentiveness means holding eye contact in person or eliminating distractions digitally.

Continuously coaching, advising, mentoring your customer support agents, and giving them the tools to anticipate your customer’s needs, quite simply enhances your customers’ experience. Once you do receive this world-class service, study the reps’ techniques. All of these factors and more can be uncovered just by being a customer yourself. The best part is, you can immediately apply what you’ve learned from those interactions with your own customers during your next calls. Every company makes mistakes, but the best companies know how to clean up their messes.

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Private and public schools increasingly rely on technology for communication and administration, but this also raises concerns about data privacy and security. John Iwuozor is a freelance writer with expertise in the technology field. He has written for a host of top tech companies, the likes of Technologyadvice, Tripwire amongst others. Don’t be afraid to use emojis to convey warmth and good humor, or pick up the phone if you find an email or chat conversation getting tense. Using these kiosks, customers can scan barcodes on all of their purchase receipts. Within a few seconds, the items they ordered appear on a conveyor belt.

A lapse in customers service at any touchpoint can damage your relationship. Throughout the customer lifecycle, you should be available and responsive to your customer concerns. My own team implements this by setting policies to be available for our customers when they need us, anticipating their needs and customizing services accordingly. Some customers may not be appeased, so your team needs to learn how to show empathy but also set boundaries and handle emotionally charged customers. They’ll make a request that isn’t covered in your company guidelines or react in a way that no one could have expected. The best customer service professionals are quick to recognize when they can’t help a customer so they can quickly get that customer to someone who can help.

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Read more of these customer service quotes to inspire you to provide the best service possible. HubSpot Academy’s Knowledge Base is chock-full of articles and videos that explain step-by-step processes for using HubSpot software. And for bigger-picture learning and training, HubSpot Academy provides free certifications and training to learn about the inbound methodology and specific verticals within the software. We’ve been talking a lot about how important good customer service is for your business, but what makes customer service good?

• The boots I had ordered from Modern Vice were way past their shipping window so I inquired about the hold-up.
• They track metrics like response times and customer satisfaction scores, ensuring goals are met.
• After all, customers who reach out to support are often confused and frustrated.
• No matter how hard you try, sometimes you might get the blame for a problem that’s completely out of your control.
• A big part of revenue growth is keeping existing customers, so they come back and purchase from you repeatedly.

To resolve their issues, they reach out to agents known as Customer Support Representatives to make complaints, ask questions or request things. These representatives ensure that answers and support are provided promptly. Moreover, a customer’s experience of service may make or break their commitment to your company, so reps need to provide the best experience possible.

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