Being a “people person” 24/7 is difficult (if not practically impossible), which is why we’ve all experienced bad customer service. From the retail employee who refuses to look up from their phone to the person on the phone who passes you on rather than attempting to resolve your issue, you know what it’s like to work with someone who makes you feel like a chore.
If you’re reading this blog post, we’re guessing that you strive to do the opposite by making your customers feel like your first priority. At Pay Proudly, we make it our mission to do the same – which is why we know a thing or two about what it takes to deliver great customer service. Here are our top tips for making your customers feel appreciated.
The customer experience starts before you ever get on the phone. If the customer has to jump through hoops (or waste time scrolling through your website) to find your contact information, only to be transferred to four different automated menu options over the phone, that doesn’t bode well for the conversation ahead. Your phone number and email address should appear across all of your business’ platforms – from social media to print materials – and a real person should be waiting to answer calls on your end.
You don’t always have to “stick to the script” on customer calls. While most customer service interactions revolve around business, it’s the personal connections you make with your customers that will earn you those 5-star service reviews. Getting to know your customers (and their businesses) will allow you to anticipate their needs and find the best solution for their unique needs.
According to a survey from Forrester, 66% of people believe that having the customer service rep value their time is the most important aspect of any customer service experience. While there will be moments when you need to put someone on hold, time is of the essence – especially for smaller issues that don’t take much effort to solve.
Be Cognizant of Bad Days
Not everyone is on their A-game all of the time, and that’s ok. But when it comes to customer service, being aware of when you’re having an off day is essential. An optimistic attitude goes a long way when you’re trying to troubleshoot an issue, and if you can’t bring positivity to the table today, you might want to find an employee to cover calls for you. It’s better to be attuned to your attitude than to risk a poor interaction with a customer.
At Pay Proudly, we make a point to get to know all of our clients personally so we can provide the best payment processing solutions for their businesses – not one-size-fits-all fixes. Our team is only a phone call away, so get started today by calling (843) 707-6110.