Monthly Archives: June 2021

Key Elements You Need for Good Customer Service

Good customer service for towing service businesses is like an art. For most customers, it is easy to distinguish between good and poor service. To define the difference, it however becomes complicated. This is because what can be termed to be good is subjective. It will be depended on how the customer is feeling in the moment and what they will be asking your business to do. Great service can be overlooked if customer needs are not sufficiently met. So, the big question is; how do you know that a business or company is providing a good customer service? No matter what industry you are involved in, there are key elements that are shared in every great service interaction.

Here are key elements that define a good customer service.

Put customer needs first

A customer first strategy is one where your team is committed to finding solutions even when they are difficult to attain, or require some out of box thinking to implement. When a clear solution is not available, your team should go above and beyond to create solutions that can help customers achieve their goals. In case there is absolutely no single way to come with a solution, your team should relay the feedback to management so that the company can work towards creating a long-term solution. This is the type of commitment that yields excellent service interactions. When a customer feels you have invested in their goals, it becomes easy to work together towards troubleshooting an issue.

Clarify customer goals

You need to clarify customer goals and roadblocks. Before you can begin working on a case, it is important to ensure everything is clear.  Doing so will make the purpose of interaction clear and will also demonstrate a collaborative understanding on customer issues. You will not be able to solve a problem of you don’t know what a customer is going through. At all times, prioritize on quality over quantity. During holidays and product launches you may experience surge in customer service. At these times, it can be tempting to focus on quantity and give less quality. That should never happen.

Engage customers with genuine interest

You need to engage customers with genuine interest and enthusiasm. A delightful customer experience typically starts with showing attention to you customers. Customer reps should outwardly show interest in customer’s problems and express their optimistic attitude towards finding a solution to your customers. In you are more of introvert and you are in customer success steam, never feel so pressured to act as bubbly as extroverts. Doing so can backfire in many cases and it’s not advisable. Compose yourself and act diligently.

You also need to work on creating accessible, omnichannel support options for your customers. Customers always expect immediate responses whenever they need you to answer their questions. You will need to provide them with support through various mediums and channels. Businesses should ensure they have different channels where customers can access them from. Additionally, your support channels need to be connected so that customers can freely transition from one to another.

Ways to Make Every Interaction with Customers Fantastic

Your towing service customers will always have high expectations and if your business can’t meet these expectations, they are going to leave you for competition. Besides getting products and services that work for your customers, they also want companies to make it easy for them to get help whenever they need it. You must be willing and ready to go above and beyond to ensure they are proud to support whatever you offer to them. You probably know that customer experience will never end with a sale. It should be an ongoing work in progress and companies should be constantly be seeking for ways to improve the process. Here are some of the ways you can make your customers love interacting with your business.

Show empathy and Gratitude all the time

One golden rule of life states that you should treat others the way you would want to be treated. When it comes to customer service, the golden rule should be you treat customers as you want to be treated as a customer. There is need for customer service teams to understand the importance of empathy in customer facing roles. Though it sounds simple, you need to ensure each and every customer interaction demonstrates your empathy for the struggles customers face and you express your gratitude for their loyalty. You need to thank your customers for everything. Thank them for choosing to do business with you. Be emphatic in your response to customer complaints and issues.

Be conscientious.

With this point, you should take the responsibility to follow up on every customer interaction they have with your business, and engage them fully to come up with a solution to issues facing them. You can engage them in a forum, on social media or provide them with education resources they can benefit from. When you are connecting with customers on their phones or via places such as social media, never make your customers feel like reaching out to them will not make a difference. If you can’t solve a customer problem during the first interaction, provide them with an exact and reasonable timeframe within which they can expect a solution. Always do your research to investigate when your customers typically encounter issues with your products and services and reach out to them proactively with right resources.

Be Transparent

When interacting with your customers, you need to be transparent and communicative. You can use your empathy and gratitude to explain a situation and apologize for the same, but never forget to communicate how it happened as well as how it won’t happen again. In case it could happen again, be clear on what could happen, so that your customers can be prepared on what to expect in the future. If a product or service concerns a customer’s persona data or information, you need to take responsibility and explain what type of data will be harvested and how the data will be used. Make sure you are prepared with transparent customer communication all the time.