July 20, 2020
min read

5 Key Aspects of Outstanding Customer Service

Mariya Ivanova
Digital Strategist, Soon

Outstanding customer service is the key to your company's success.

Imagine this for a moment: you are a customer, you signed up for this helpful tool, and you are happy with it. You've been using it smoothly, but suddenly, an annoying bug comes out from nowhere. Now, you are blocked, you can't do your work, and you are in desperate need of assistance. Most of the time, there are two scenarios. The first one is that you try to contact the service center and you have no success. Either they are not available, or there is a long waiting time. The result - you are probably getting frustrated and becoming a quite unhappy customer. We wouldn't want that, right?. The second one is quite different - your first attempt to contact the support and resolve the issue is successful. Surely, this feels much better. So what are the key elements of outstanding customer service?

Whether you are a big and established company or a small startup, you should consistently pay attention to your service center. Offering outstanding customer service is, without any doubt, one of the key factors for your business success. You will stand out as a business, and you will also build a good loyal customer base

In this article, you will find the five factors that influence your clients' experience the most. Those are also the aspects that we value most at Soon. If you want your business to thrive and be known for its world-class support, compare your strategy to the list below. Remember, there is always room for improvement.

Be reachable

One of the essential tasks for a service center is to be as accessible as possible. You want your clients to reach you when they have an issue that needs assistance. If you have limited opening hours, consider changing them if possible. Think about this; there are lots of companies that offer support for most business hours. And many people cannot contact those support centers just because they have to work during business hours. Opening up your times can bring a lot of benefits to your company. Imagine how happy your customers would be if they knew they could contact you outside the 9 to 5 week. 

Another critical aspect to consider is where your customers prefer to communicate. Different clients like different platforms and tools. Some will prefer to give you a call, and others will prefer to email you. And let's not forget about the ones who like to use the live chat option or social media. When you communicate with your clients on the channels they are already using, you ensure that you care about them and their preferences. Therefore, you must always have your team ready to answer customers' queries on all fronts! 

Respond as quickly as you can

Excellent customer service is almost always related to speed, considering that most of the time the problems are time-sensitive. Nothing can be more frustrating to a customer than having to wait a long time before someone resolves their issue. One of the clients' biggest frustrations is a too long Average Wait Time (AWT) or an email response time, which is not satisfying. According to SuperOffice & Toister Performance Solutions' survey, almost a third of clients expect a response to their emails in one hour or less. Reducing the average waiting times and improving the emails' response is a significant factor for customer satisfaction. One thing is clear - a faster response means a happier customer. 

Be patient

If you want to offer outstanding customer service, you always have to train your representatives to be patient. There will always be some difficult customers or perhaps clients who are even pouring all their anger on the phone. The one thing you should remember is to stay calm and be patient. Of course, sometimes it can be hard to deal with frustrated clients, especially on the phone, no one doubts it. Just remember, be patient, listen to what they have to say, and show them that you care. As a result, your customers will feel appreciated and happy with the service. That means they will be more likely to continue using your product. Not a bad scenario, right? 

Know your product

Giving your customers a fast response is crucial, but giving them an excellent answer will surely be appreciated. When we contact a service center, we are already a bit annoyed, and the last thing we want is to get the wrong answer. Nobody likes to be passed through different departments or promised to get a call back just because a representative doesn't have the necessary knowledge.

About one in three people (30%) say the most important aspect of customer service is speaking with a knowledgeable and friendly agent. Microsoft

First contact resolution (FCR) is an essential element for all businesses whose goal is to offer outstanding customer support. Most of your clients wish and expect their issues to be solved in the first attempt. By improving your FCR, you will avoid bad customer experience, which will reduce your churn. In other words, train your team well. Don't save money on training; it will pay off in the future. 

Know your customers 

If you want to provide excellent customer service, you have to know your clients well. Customers love personalization; in the end, who doesn't? Invest some time in understanding your clients, the better you know them, the better you can serve them. You can ask them yourself; just a few simple questions can be helpful. You can conduct a quick survey; this is also a good way to gather useful information and feedback. Social media can also be useful. Nowadays, you can find out almost everything on different platforms. Remember your customers' names; it will make them feel special. Try to remember most of your previous conversations as well; you can make notes so that you can use that information in the future. 

Providing excellent customer service is something your business should always be doing. It will show your clients that you are a professional company that you care about, and you will do anything for them. Manage the five elements we have just discussed, and your company will benefit from it. Your customers will talk about you, will encourage others to use your product, which will increase your sales. Not a bad idea, right? Plus, your customer retention will improve, and what is better than that?

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