FACTORS THAT IMPROVE COMMUNICATION IN CUSTOMER SERVICE
Posted: Wed Jan 22, 2025 10:24 am
You can’t have a successful business without maintaining a good relationship with your customers. You’ve probably heard that communication is the foundation of every strong relationship, right? This isn’t just true for personal relationships, but in business as well.
The customer needs to feel safe with your product/service and, to do this, offering a good product/service is not enough, you need to offer good service — the best possible and, to do this, you need to work on communication .
It is important to clarify from the outset that having good communication is not just about having a complete service structure, but about combining it with competent attendants. The difference lies in the small details.
Want to know how to improve communication when serving your customers? Then keep reading!
FACTORS THAT IMPROVE COMMUNICATION IN CUSTOMER SERVICE
Offer humanized service, whether automated or not.
Nowadays, when we talk about humanized service, we usually thailand whatsapp data think of bots , which is a valid point, since if the software is not well-designed, the service can become very mechanical and harm the customer experience. However, it is a mistake to think that just because the service is being provided by a human attendant, it can already be considered humanized service or to think that service provided by a robot can already be considered mechanical service.
Think carefully about the scenario: operators receive hundreds of calls per day, often about repeated subjects, and there is nothing more common than this repetition wearing down the employee's emotions and productivity, and they end up not being able to provide personalized service to everyone.
You might be thinking, “Okay, the volume of service isn’t going to decrease, so what can I do? Hire more employees?” That’s an option, but it’s not the smartest. What we recommend is that you provide periodic training to your agents to keep them “sharp” and implement solutions that facilitate and optimize operations, such as virtual agents and an omnichannel strategy .
Something that is also important and that few people pay attention to is the issue of knowing your customers. Do you know who your customers are? Click here and find out.
Do everything you can to solve the problem.
Sometimes, customer service representatives, whether human or virtual, will not be able to resolve the issue, and it is not their fault; they simply have demands that are beyond their reach. The problem is that the customer is talking to them and wants the issue resolved. That's fine, it's only fair. So, what should you do?
It is necessary to train the communication skills of the attendants to respond to these demands in a way that is not negative, even if they cannot solve the problem at that moment. For example, forwarding the service to the responsible department or giving the customer a deadline to get back to them.
The customer needs to feel safe with your product/service and, to do this, offering a good product/service is not enough, you need to offer good service — the best possible and, to do this, you need to work on communication .
It is important to clarify from the outset that having good communication is not just about having a complete service structure, but about combining it with competent attendants. The difference lies in the small details.
Want to know how to improve communication when serving your customers? Then keep reading!
FACTORS THAT IMPROVE COMMUNICATION IN CUSTOMER SERVICE
Offer humanized service, whether automated or not.
Nowadays, when we talk about humanized service, we usually thailand whatsapp data think of bots , which is a valid point, since if the software is not well-designed, the service can become very mechanical and harm the customer experience. However, it is a mistake to think that just because the service is being provided by a human attendant, it can already be considered humanized service or to think that service provided by a robot can already be considered mechanical service.
Think carefully about the scenario: operators receive hundreds of calls per day, often about repeated subjects, and there is nothing more common than this repetition wearing down the employee's emotions and productivity, and they end up not being able to provide personalized service to everyone.
You might be thinking, “Okay, the volume of service isn’t going to decrease, so what can I do? Hire more employees?” That’s an option, but it’s not the smartest. What we recommend is that you provide periodic training to your agents to keep them “sharp” and implement solutions that facilitate and optimize operations, such as virtual agents and an omnichannel strategy .
Something that is also important and that few people pay attention to is the issue of knowing your customers. Do you know who your customers are? Click here and find out.
Do everything you can to solve the problem.
Sometimes, customer service representatives, whether human or virtual, will not be able to resolve the issue, and it is not their fault; they simply have demands that are beyond their reach. The problem is that the customer is talking to them and wants the issue resolved. That's fine, it's only fair. So, what should you do?
It is necessary to train the communication skills of the attendants to respond to these demands in a way that is not negative, even if they cannot solve the problem at that moment. For example, forwarding the service to the responsible department or giving the customer a deadline to get back to them.