For you to succeed in business, two things are inevitable. You have first to improve your product or service. If you are yet to do that, then it could be the reason why you are yet to have a huge breakthrough.
Secondly, work hard to ensure that you have a competent customer care team. In fact, according to different statistics, customer service can determine whether a client or a prospect will continue doing business with you.
In that case, what are some of the changes a business can make to their customer service team to improve sales? Here are some pointers.
Start by training them
Different studies indicate that how a customer care representative treats the customer has a significant impact. If you treat them well, it increases the chances of the client falling in love with the brand.
Because of this, it is essential to train the customer service team. Help them to become competent by providing resources that can help them learn different sales tactics such as cross-selling. Also, recognize representatives that are not doing so well, and help them catch up with the rest of the pack.
Learn to respond quickly
Most clients complain when they have to wait in line for the customer care team to pick their calls. Some of them get so frustrated that they opt never to use your services. In this case, what can you do?
The secret is simple. Increase your team, and increase channels they can use to reach you. For instance, you can use social media, your website, and texting services. Sites such as idn poker depend on their online chat function for easy reach for 24/7.
Do not ignore negative feedback
Nobody likes to be told when he or she does wrong. But think about it. Criticism can be a blessing in disguise. Hence, your business should take advantage of both positive and negative feedback to improve their services.
Encourage your customer to give feedback. The feedback could help to train customer reps or to help provide even better services next time.
Remember that your customer representatives communicate to your clients on your behalf. If they are rude to the clients, then there is a high chance that this will taint your business’s image.
The customer service should be informative
Information is power. It also means that the customer is in an informed position to buy or use your product.
Thus, you should train your customer representatives to be more informative when speaking to prospects and clients as well. For instance, they could help a stranded customer to acquire another product that could be beneficial to them.
Wrapping it up
From the article, those that think that this department does not matter in terms of sales, well, it does. If this department is not actively functioning, then it could be the reason why people do not want to use your product. Remember, the customer service experience has an overall impact on customer experience.
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Interesting related article: “What is Customer Service?”
Video – What is Customer Service?