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Customer service for success: Tips for fostering loyalty

by | Jan 4, 2023 | Public Relations

No matter how great of a product a business might develop, if the company’s customer service isn’t reliable and helpful, or simply difficult for consumers to reach out to, other people will eventually hear about that, and the company will lose out on customers. That’s why it’s so important for companies to start investing in high-quality customer service as soon as possible to achieve long-term success.

Problem-solving

According to research, over 80 percent of customers have decided to stop doing business with a company after they experienced bad customer service, which is why every business should thrive on creative problem-solving for their customers. In fact, creative problem-solving should become a key element of customer support for businesses, because companies can always solve various problems for their customers.

Most companies only settle for solving the issues that consumers have—however, companies can take it a step further and turn their buyers into loyal customers by figuring out different creative ways to solve their problems that will go above and beyond their expectations.

Response

Nearly 70 percent of people believe that one of the most important elements of high-quality customer service and customer experience is valuing the time of the customers. That means companies have to investigate resolving the queries that they receive from customers as soon as possible to provide high-quality customer service. This is especially true for smaller issues that shouldn’t take businesses too much time to be able to solve them.

Nevertheless, providing high-quality customer service is going to be even better than simply sticking to being fast, because most consumers understand that the more complicated the query is, the more time it’s going to take for the company to be able to solve it.

However, there’s still a difference between the time it takes for the company to respond to the customer when they are expressing an issue, as well as the time it takes for the company to start solving the problem they had. That means while the company should be looking to respond and begin an initial conversation with the customers that are reaching out to customer service, they shouldn’t be rushing these customers through the process without completely resolving the issue that they had.

Solutions

One of the most important skills that people working in customer service need to have is expansive knowledge of the solutions that the company provides to its customers. In fact, to be able to spend any amount of time troubleshooting various things for customers, the people in charge of that task need to be an expert on the product to be able to discuss various use cases or features in an insightful way and help customers understand how the solution can be of benefit to them. That means companies have to invest time and effort into making sure that their customer support agents know the solutions that the company provides inside and out to be able to truly help their customers.

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Mike Paffmann
Mike Paffmann is CEO of Virgo-PR.

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