5 strategies to improve customer service in your company

It is well known that good service is essential to achieve customer satisfaction, but little is said about how to do it or how to improve service in a practical way for our company.

It is important to note that customer service cannot be seen as an added value, but rather as a requirement to achieve customer satisfaction, which is nothing more than the difference between their expectations and their perception.

It sounds simple, but customer expectations are increasing and the service offered no longer ends when the customer leaves the point of sale or our virtual store because our goal is to create long-term relationships, establish a lasting bond, and with that manage customer relationships.

So the focus on the customer must be something that is reflected in our business culture and we are going to tell you how to do it.

1. Formation and training of the team

Sales and marketing teams are largely responsible for customer satisfaction, which is why it is so important that they receive constant training.

Some important topics will undoubtedly be the products and services offered by the company, the organization in general, the brand, the technological tools that facilitate their work, and specific knowledge of the work area.

2. Define the customer's profile

Build the customer's profile through marketing research and all the sources of information you have.

This profile will allow you to know the true motivations of your client, beyond the needs and rational motivations, desires, what drives him to make the purchase, and also the barriers or what makes him not buy.

The customer profile, in addition to being essential for prospecting, will be of great importance in the segmentation of your campaigns and marketing strategies.

3. Understand customer needs

To understand the customer's needs, you must put yourself in the customer's shoes, ask yourself the questions they would ask, and be clear about the objections they would raise. At this point, the participation of people who are in direct contact with the client is vital.

You must answer all possible questions from the customer and dispel all objections, this material allows you to clarify the ideas of the seller and prepare him for possible challenges.

It will be very useful in staff training. It is also important to remember that it is a living document, which requires permanent updating so that it does not lose its relevance.

4. Define ANS (Service Level Agreement)

As a consequence of technological advances, we have a more knowledgeable and demanding client, who expects immediate responses, who consults with different providers simultaneously and through different channels.

This requires us to have an agile work dynamic, with competitive response times at each stage of the service process.

5. Automate some processes

In the case of digital channels, for example, response times may be affected, due to staff availability, time differences between countries, etc.

Fortunately, there are solutions such as chatbots and automatic response configurations, which allow the customer to always get a timely response.

With these 5 simple and practical customer service strategies and with the support of the appropriate tools, you can improve customer service in your company.