Did you know bad customer service costs businesses up to $62 billion per year? This is because, while many businesses know and understand the value of taking care of their customers, being able to put it into action is an entirely different matter.

But in an age of overwhelming online competition, providing quality customer service has never been more important. Especially since good customer service can dramatically impact your retention and loyalty levels. And ultimately, retaining customers is much cheaper than gaining new ones.

As a result, the customer service you provide can make or break your business.

5 tips for improving your customer service

1. Know your core offering

Ever had to engage with a customer service provider who didn’t know what they were talking about? It’s frustrating, to say the least. It also says oodles about your business. If you staff don’t know your product, who’s to say if the business really cares? It’s just not a good look, and it turns people away.

To combat this, make sure you provide thorough staff training, to give them the tools they need to serve your business well.

2. Communicate clearly

This includes everything from what you say to the way you say it. When it comes to the ‘what’, make sure you identify a structure for providing explanations. For instance, Problem, Solution, Benefit. When it comes to the ‘way’, you should speak naturally, concisely, and make sure you enunciate. Make sure, if you’re speaking to a non-native English speaker, you can still be well understood.

3. Use customer feedback

Companies ask customers for feedback and then very rarely put it into action – but that stuff is gold dust. If you know what you’re doing wrong, you can take steps to fix it. Equally, if you know what you’re doing right, you can continue down that line. Your customers are your key to understanding how your customer service agents come across – utilise their knowledge. Generally, if a point comes up more than one or two times, you can be fairly sure it’s something you need to focus on.

4. Address your customers by name

Whether it’s in person, over the phone, or via email, one of the best ways to personalise your customer service is to address your customers by name. Essentially, it makes human the interaction between a consumer and a business. Because while you know there are people behind the brand, that doesn’t mean your customers do.

5. Provide person to person contact

These days, it’s very easy to fall into using bots for your customer service, but really, when you think about it, that’s not customer service. It’s just an electronic device providing a number of answers to a very limited amount of a questions. In this case, it’s better to do things the old-fashioned way – with person to person contact. Otherwise, you tell your customers that they are just another number on a spreadsheet, not a person with unique needs and queries.

Outsourcing your customer service

Ultimately, these days, people want accessibility and convenience above all else. That’s why it’s so vital that not only is your customer service provision up to scratch, but that your business can be contacted all day, every day.

But we understand that staffing phone lines, email correspondence and a livechat 24/7 is a big ask of any business, large or small. That’s why, when you outsource your customer service, we take care of all that for you with a team of highly trained, professional customer service agents who know your business inside out.

And the best part is – you only pay for what you use. So, if you’re having a slow day, no need to worry about having staff on standby with nothing to do. And if you experience a sudden surge, don’t worry, we’ve got it.

To find out more about how Cymphony’s outsourced services can help your business, get in touch at enquiries@cymphony.co.uk.

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