Having the highest caliber customer service is a key asset to building long term relations with the clients. The basic foundation of every business model revolves, around happy customers and all the major business decisions are directly related to garnering customer interest in favour of the company. There are various technological innovations in the form of robust software applications that determines the buying behaviour of the customers and offers real-time insight into sales forecast.
In addition to the advantages provided from software solutions, most companies hire expert human resource staff. These employees are major players in customer relationship management. The primary wing of the company’s foremost resources is the customer support staff that is always focused on delivering amazing customer support, that build trust and loyalty with the clients. Today, I will focus on some key steps of amazing customer service that can bring a hike in new customers and gradually improve upon the existing customer retention
Probe politely on the customer’s needs and create an ultimate customer experience
Going on with the famous proverb, “First impression is the last impression”, it is highly critical that employees make potential customers pleased right off the bat. The customer staff need to appreciate the concerns of the customers and also identify the prospects and convert them into leads.
- Customer impressions start with the first contact with the company. This can be through social media or in person.
- The customer service staff can initiate a polite interaction with the customer through a personalized warm welcome, by talking to the client and by asking about what they need and how they can help with the services, making a genuine impact on the prospect. Social media can also be used in this regard, with the companies account politely replying to a post of a customer.
- Offer some valuable insight into your services and products, by educating your prospect. For this it’s important that the person talking to the client, is well versed with the services and products as well, so he can advise them about how to use it and improve their business.
- At this first interaction whether it be in person, over the phone, or through social media, you have a tremendous opportunity to create an amazing impression about your business and the results you can provide.
Utilize Dynamics 365 CRM for effective documentation
The customer relationship management software (CRM) can be utilized, for all kinds of documented records of the entire interaction with the client. This information record can consist of everything about the customer, including the birthday, anniversary of the client and many more. The CRM can help analyze the data and provide solutions for your company to improve its customer relations like never before.
For smaller businesses they may find they can manage through man power. The customer staff can convey timely messages to customers, even special ones on their birthday. You can even wish them well when a football match is won in their country to build a rapport. Empathizing with the client if there is a disaster that happens in their city, will help build trust. This light interaction with the client will be converted to a personal level with the use of the CRM software that optimizes everything so that you have a proof of your last interaction with the client.
Enhance phone etiquettes by listening and allowing the client to speak
The moment the client is on the call and asks about the services of the company, then the customer staff must be pleasant enough, to educate the client with all the high assets of the company. This time the customer staff must grasp the entire requirement of the client and let them speak, giving them their time while listening to them and making notes of the important point, to offer a relevant optimum solution.
Quick turnaround with prompt calls and etiquettes
The customer staff must follow-up all the client communication, with emails and customer query phone calls while keeping in touch with the instant reply to build the relationship. If you have regular client calls, then notice your duties before getting in touch with the client. Do a proper homework and keep notes of all the minutes of meetings in the document with Dynamics 365 CRM, for every client interaction. Keeping up with social media is also very important, and a social CRM can help in this regard.
Be realistic don’t overcommit and think of long term rapport
This should not be the case to think of short term relationships with the client as if there is some conflict in the project, then the person dealing with the client must be realistic enough to step ahead. This is the time to behave in a realistic manner by taking risks and avoid over committing when the client is asking about the due date of project completion. By giving an exact overview of the project status, the client handling person must tell the completion time of the project as per estimates. This is the golden opportunity for the company to showcase their talent as their asset, by delivering the project earlier thus giving the the good impression.
Follow best practices
In case, some salesperson is doing well and the others are non-performers and are having negative sales performance, the sales manager can arrange a meeting or briefing session so that the best performers can share their sales qualities to others.
Go the extra mile by accepting mistakes
In case, the client is not satisfied with all the services being provided and questions about the quality of the work being provided, then it is the sole duty of the customer staff to not make any lame excuse and avoid talking rudely, while becoming more forward to assure the client that it would not happen again. For long term relationship and future rapport building you can give more extra additional help while giving additional free hours of service in the package availed by the client.
After giving extra effort in providing amazing customer service, the next and the best step is to monitor the client’s feedbacks. The traditional methods of collecting feedback reviews of the customer through surveys and paper forms are gone, as now we have automated Dynamics 365 CRM that capture customer feedback in the centralized real-time database. This is an effective method to get an insight into all the customers’ needs that have been met and monitored over the time span of the entire client interaction.
There are various techniques which impact customer support with a mix of innovative technology that takes it to the next advanced automated level. This difference in the customer service stands you apart from your competitors, giving you an extra edge in the competitive markets. Including these steps in the customer handling strategies of your business, will prosper your business to achieve the massive success, as the universal fact that, “customer is the king” “was true in the past, is a truth in the present and it will remain a reality in the future”. What else would you like to add to this post on the amazing customer service practices? Let’s hear it in Comments section.
Also, at Cynoteck, our expert customer relationship management consultants are more than delighted to discuss your CRM plans. Consult Cynoteck for an array of best CRM solutions, and a commitment to service excellence. Cynoteck has been showcased as one of the 20 Most promising CRM solutions providers by ERP Insights Magazine 2016. For any further questions on implementing a CRM in your organization feel free contact us by clicking on the side link.