Priscilla Liu (March 11, 2016)
In order to ensure that customers keep coming back to you and spread positive word about your business, your organization needs to deliver a consistent service experience. Consistency builds trust, leads to increased customer satisfaction and long term loyalty from customers. The first step towards being consistent is evaluating the customer journey and understanding what is important to your customers. Get feedback from your customers to know their preferences, understand what they like about a product or service and then ensure that all the departments in your organization are working together towards offering a great customer experience. Here are some tips that will help in creating a consistent customer experience.
Take a close look at the way you are interacting with customers across different channels and customer touch points. Whether the interaction is taking place in your retail store, over the phone or through social media, ensure that you are offering a pleasant, consistent and seamless experience at every touch point. Customers expect the same level of service every time they interact with an organization. Identify problems that might be present in the customer journey, such as long waiting time, cart abandonment etc. Eliminate these shortcomings and focus on constantly improving the customer experienceyou deliver.
Make all the processes simple and easy for your customers so that they can easily conduct transactions. It is necessary to ensure that you are meeting the set service standards each time a customer comes in contact with your company. This will eventually lead to more sales and stronger customer-brand relationships.
Customer service representatives have to deal with different kinds of customers through a number of different channels. No matter what the channel of communication is, CSRs need to ensure they remain consistent in the information they share and the way they deliver a service. This can be ensured by monitoring your customer service department and evaluating what is missing from their performance. Make sure that you are regularly training your customer service personnel on how to deliver great service every time they talk to a customer. Similarly, rewarding and encouraging your employees when they perform well is important to keep them motivated. Create customer service manuals and invest in your team so that they not only positively represent your brand, but work to the best of their abilities to assist customers. Your staff should acknowledge the unique requirements of different customers and accordingly suggest products and services. Prioritizing quality service needs to be at the top of their agenda, given that it is the single most important factor that can either make or break the customer experience and consequently, your business.
Every single policy, process and activity in your organization should put customers ahead of everything else. Hence, you need to imagine what you, as a customer, would want from a business. By looking at things from a customer’s perspective, you can gain valuable insight into what your company can do to make them happy.
You must also regularly ask for feedback from customers in order to evaluate if you are meeting their expectations or not. Based on what customers tell you, improve and introduce new services. Responding to all queries in a timely manner every time a customer gets in touch with you, listening to them with attention and offering solutions based on their needs will help create a positive customer experience. Apart from demonstrating responsiveness to customer needs and demands, your staff should also be dedicated towards providing proactive customer care consistently across all channels.
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