Customer service tips

Top five customer service tips

Recent statistics show that nearly 40% of consumers believe customer service is the biggest influence on their loyalty to a company. Here is a quick guide to improving your customer management.

Honesty

Do not make promises that you cannot deliver. In most cases when a customer first contacts the customer service department they have already encountered numerous problems. Don’t promise a swift or immediate response if you cannot provide one. Customers will tend to be more forgiving if you level with them.

Complaints be good for business

Use your customer service to help you to refine and improve your business. If customers regularly call you to say that they were not informed of the fuel type of the vehicle, or did not understand their insurance options, you should take this as a signal that the instructions are not adequately detailed or clear. This gives you the opportunity to provide a better service next time, improving the customer experience as you go along and reducing the number of calls you receive on that particular aspect of the service.

Understand the complaint

Allow the customer to outline the specifics of their complaint. You should then break the problem down into specific points and summarise these back to the caller to clarify the exact nature of the complaint and to show that you are aware of what the problems are.

Customer Retention

Statistics show that if you handle complaints properly and successfully, the customer is likely to prove more loyal than if nothing had gone wrong.

Meeting your customer needs

Always ensure that you meet your customer service level agreements. If you think that these will not be met, apologise and inform the customer immediately. Keeping your customer informed of the progress of their dispute will leave them with a more positive experience of your complaint handling process.

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