Firm identifies opportunities to improve excellent customer service
A training firm, Remoik Training Service, has identified several opportunities to boost a better customer relationship as well as strengthen customer service skills.
According to firm’s head, Akinjide Ajewole, the ultimate and complete key to customer service excellence is to get oneself and members of staff trained to become professionals to see the returns on investment grow tremendously.
He said to strengthen customer service skills, there is the need to ensure the team has the right skills for managing their needs, stating that no amount of customer-relationship management (CRM) software can compensate for shortcomings in this area.
Ajewole noted that no matter how great a product is or how talented staffers are, one of the things that customers are most likely to remember is the direct interaction they have with companies, stressing that customer service team is often the face of every company, and customers’ experiences will be defined by the skill and quality of the support they receive.
He stressed that although some customers may by irate, while others would be full of questions or chatty, a good customer service representative must be able to handle the customer’s mood and adapt accordingly, exhibit empathy, patience and consistency at all time.
Ajewole added: “Not sure if your reps have the right customer service skills? Survey or interview your customers to understand whether your service team is showing each of these traits. Running a customer feedback survey through your CRM program, at the point of sale, or when you send customers an invoice is a great way to see where your team’s skills do and don’t measure up.”
He said among other key areas a customer service team must improve on include customer interaction, look at every touch point, enhance customer service strategy, ensure reps are engaged, and ensure customers have a way to provide feedback.
He added: “You can have the best customer service skills and the best training in the world, but if your reps are checked out, it won’t matter at all.”
Improving employee engagement is another way to make sure customers have a great experience. Dissatisfied employees are unlikely to come forward with their problems, so consider an anonymous suggestion box or an employee engagement survey to see what makes your employees tick.”
No comments yet