The customer-service department should be friendly and conversational, while maintaining professionalism. The representatives should listen to each customer, regardless of how many are waiting in line.

A company’s customer service department is simply answering customer concerns in a prompt environment.  When you are dealing with online backups, emails and system monitoring, customers expect more from companies than answering questions efficiently.  Customers want appreciation and companies want loyalty in return.  One bad experience with their website or computer and customers are quick to turn.  Here’s how to give the service your customers really want.

Companies need to make the customer service department sound like a conversation while maintaining the business substance.  It’s up to the employees to make it happen.  As consumers chat with a representative about a virus or disaster recovery, mention each person by name during the conversation.  Try to sound friendly, likeable and warm to the customer to make them feel like prom queen/prom king.  Each person needs to feel important no matter how many people are waiting in line.  Listen to each one thoroughly, offer an answer when the customer has stopped speaking, and take action.  A great suggestion is to send an email asking consumers to take a survey about their recent customer service experience.  The answers may open your eyes about what is next.

In addition to appreciation, offer flexibility, accessibility and accuracy.  Customers should already know about hours of operation, various lines of communication and bilingual representatives.  The customer service foundation is about providing an answer, and there’s no point in being fast if the answers are incorrect.  When customers deal with computer, email or web issues, companies can’t afford to be wrong.  Have an experienced staff who is detailed in problem solving so customers can follow the instructions.

It’s never enough to provide a solution; consumers expect exceptional customer service.  Customers expect more from companies now.  For more information about our IT services, contact us.  Contact us for more information.