You know your customers are essential to the success of your business. Today’s customers are different than customers from the past. Modern customers want instant gratifications, they’re more in control of their shopping experience, and they want education.
The best way to ensure you’re delivering the best customer service is by knowing what your customers want.
Here are 3 customer service management tips you should know.
1. Know Where Your Customers Are
Even though you’re not talking to your customers in-person, there are so many ways to connect to your audience. Social media and a plethora of messaging apps are making this possible.
With all of your options, how do you know which communication platforms to use? You have to know where your customers are.
Social media is a prime example. An audience that gravitates toward Twitter probably won’t gravitate towards Pinterest.
Messaging apps are another great example. Many social users enjoy using Facebook messenger. But you’ll be surprised how many of your customers are on WhatsApp more.
Don’t forget email. Your customers likely rely on your email promotions to receive the latest about sales and other events.
MailChimp is becoming the major company to send out email newsletters. If you were using Pipedrive previously, you can easily perform a Pipedrive Mailchimp Sync.
2. Hire the Best Sales Team
Traditionally, a sales team focused on gaining the most sales. This is no longer the case. Customers don’t want high-pressure sales. They want to communicate with someone who invests their time in your customers.
When hiring for your sales team, hire those with qualities such as patience and empathy than those who have a sales track record.
A great sales professional has exceptional communication skills, a positive attitude, incredible listening skills, and can deliver your branding to your customer.
Looking for professionals with these qualities is harder than you think. But when you find them, you’ll know you can attract and retain customers.
3. Be Quick But Also Personable
As mentioned previously, customers want instant gratification.
If they have a question, they don’t want to wait for a phone call. They want to go on your website, type something in a messaging app, and immediately receive a response.
However, one customer service aspect hasn’t changed — customers still desire a personable response.
It may seem hard at first, but you’ll have to develop a process to respond to customers in a timely manner while adding personalized qualities.
The best course of action is to not have a general response. Refer to the customers by name and always mention qualities about their messages.
Your Customer Service Management Skills Will Improve
These days, customer service management isn’t getting as many sales as you can.
Great customer service embodies empathy and can communicate with customers at any given moment and at a customer’s preferred method of communication.
Are you looking for more startup advice? Visit our business coaching services to see how we can help.