According to recent research, 72% of customers will share a positive experience with six or more people. And in addition, 67% of customers will pay more for better customer service. This means, in short, that the service your business provides equates to revenue.

Think about it – have you ever used a service just because a friend recommended it to you? That’s why exceptional customer service is so important. Because, essentially, it’s much cheaper to retain repeat customers than it is to win new ones. In fact, it costs five times more to acquire a new customer than to retain an existing one.

That’s why, here, we’re bringing together everything you need to know about improving your customer service quality, all in one place.

Why is customer service important to a business?

Did you know that missing one customer call costs small and medium sized businesses an average of £1200 in revenue? So, if you miss just one call a week for one year, that’s £62,400 of revenue in total.

Ultimately, no matter how you put it, your customers are your income source. So, when you lose customers, you lose income. Simple.

But on the other hand, 93% of customers are likely to make repeat purchases with companies who offer excellent customer service and 96% of customers say customer service impacts their loyalty to a brand.

Because your brand isn’t just who you say you are in a slogan. Your brand is who you are when you pick up the phone. Are you quick to respond, understanding and polite, or unable to get to the phone and too busy to give your customers the time they need when you do?

And among many, the perks of good branding include:

  • Better customer recognition
  • Higher customer loyalty
  • Word of mouth
  • Competitive edge in the market
  • Enhanced credibility

As a result, the customer service your business provides really is either make or break.

How to improve your customer service

So, if you want to know how to improve your customer service quality, and thereby improve your brand, here are our top 5 tips for doing so:

  1. Know your core offering

    If your 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

    Firstly, make sure you identify a structure for providing explanations. For instance, Problem, Solution, Benefit. Then, you should speak naturally, concisely, and make sure you enunciate.

  3. Use customer feedback

    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’ll know it’s likely something you need to focus on.

  4. Address your customers by name

    Addressing your customers by name makes human the interaction between a consumer and a business. Because you know there are people behind the brand, but that doesn’t mean your customers do.

  5. Provide person-to-person contact

    When it comes to customer service, it’s better to do things the old-fashioned way – with person-to-person contact. Otherwise, you’re communicating to your customers that they are just another number on a spreadsheet, not a customer that you value.

Top tips for building customer relationships that last

Considering an increase in retention at 5% can equate to an increase in profit of 25%, providing customer service that keeps them happy should be on every business’ priority list. With that in mind, here are 4 customer retention strategies that actually work.

  1. Utilise the power of the personal

    While referring to your customers by name is indeed a powerful tool, personalisation also refers to anything from providing a human interaction via live chat, to recommending products over the phone.

  2. Go above and beyond

    Always overdeliver and put time into your existing customers. We recommend gaining feedback to identify any pain points, then make positive changes.

  3. Earn their trust

    Your business should always be consistent, transparent, and supportive of its customers. Whatever your brand promise is, be sure to stick to it and follow up on your word.

  4. Provide outstanding customer service

    Consider customer service outsourcing to provide your customers with friendly, helpful, and informative customer service, 24 hours a day, 7 days a week.

The future of customer service beyond 2021

There’s no denying that technological advancements are changing the way we do things. From the Internet of Things turning our homes into internet connected devices, to technological transformations in the workplace such as video conferencing making remote working a daily reality for many.

Indeed, just two years ago we never would have believed that in 2021 we’d be accustomed to most services and job roles taking place remotely. A year and a half on from that first initial lockdown, and many UK businesses have completely adapted to a remote model. 

In the same way, the customer experience has changed, to favour next-day delivery, 24/7 customer service, and above all else, convenience. In response, the way customer service is delivered has had to adapt, and businesses that wish to future-proof their business need to keep up.

For instance, forward-thinking businesses are now making use of methods such as Live Chat. Which makes sense, considering we live in a time where texting, instant messaging and social media has far surpassed making phone calls. After all, phone calls can leave customers waiting in long queues, but a Live Chat function enables customers to send messages and resolve queries on the go.

On a similar note, hyper-personalisation is the new kid on the block. Leveraging artificial intelligence to deliver more relevant content to consumers, hyper-personalisation goes a step further than using a customer’s name and really gets to know what makes them tick.

And when it comes to the people delivering their customer service, many businesses have realised the benefits of outsourcing.

After all, gone are the days of keeping all your employees in-house. If it doesn’t matter where your customer service staff work from, why limit yourself to a certain number of employees working solely for you? By outsourcing, you can improve your customer service and have as many customer service agents working for you as you need at any one time.

What are the benefits of outsourcing your customer service?

It’s cost-efficient

Hiring full-time customer service staff brings with it all the complications of employment. Outsourced customer support, on the other hand, is much cheaper. Which might be why 59% of all businesses are now outsourcing in order to reduce expenses.

Benefit from a team of experts

Providing good customer service doesn’t just require customer service advisers to understand all the ins and outs of your business, but it also requires them to have great communication skills. By outsourcing, you can ensure your customers are not just dealing with experts in your business, but experts in customer service.

It makes your business more accessible

Many people find they can’t make phone calls during normal working hours because they’re working themselves. By outsourcing to a third-party company, you can provide your customers with telephone lines that are open 24/7, so that your customers are always catered for.

How Cymphony elevates your customer service

At Cymphony, we will help you grow your business and realise its potential by taking care of your customer service function. We can answer your calls, manage your live chat, respond to customer queries, and make appointments all day, every day. So that, no matter how busy you get, we’re on hand to give your customers world-class levels of service.

But how do we make sure we provide the very best customer service? Well, we:

  • Make sure we know everything about your product and service, so we can keep the customer informed.
  • Are positive, proactive, and polite, even in stressful situations.
  • Take a creative approach to problem solving, seeking solutions in the most innovative and effective ways.
  • React fast – but are never in a rush to move on to the next query.
  • Take a personal approach, because 40% of customers say they want a human service.
  • Listen and understand to provide the best support – which could be finding ways to help the customer help themselves.

And the best bit is, with Cymphony you pay by the minute, at the same rate, no matter the time of day. So, if we’re not actively working for you, you’re not paying. With a team of trained professionals with expertise in a variety of industries ready to go, we can offer speed to market, with the ability to scale or reduce your service at the drop of a hat.

The services we provide include:

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