One of the most cost-effective ways for companies to get great word-of-mouth marketing is to provide excellent customer support and service. Great customer service teams share common traits that you can copy, says Gregory Ciotti at Help Scout, a help-desk software tool. Ciotti shares some he’s observed.
They come prepared. They know their clients and have the tools they need to serve them well.
They communicate clearly and effectively. Instead of delivering a generic message when transferring a call, for example, why not tell the person on the line who they’re being transferred to and that the new person is better equipped to help?
They use positive language. Rather than say an item is backordered and can’t be delivered until next month, they say it will be in stock in a few weeks, and they’ll ship it the moment it arrives.
They take complaints seriously. Every angry customer offers a chance to turn a negative interaction around. So try to get to that point, and then fix it. Ciotti likes the CARP method: controlling the situation, acknowledging the complaint, refocusing the conversation and problem-solving.
They offer helpful self-service. Organizations that care about a great customer experience make it a priority to have resources available where customers can help themselves. This can be an online tutorial, a website with return policies clearly listed or a hotline with recorded information. It needs to be as accessible as possible.
— Adapted from “15 Traits of Top-Tier Support Departments,” Gregory Ciotti, Help Scout.
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