The Do’s and Don’ts of Global Customer Service
Customer service is the main hub of any business, especially those businesses which are involved in global affairs. With such a large international presence, it can be difficult for these companies to deliver exceptional customer service. However, it should be a priority for any global business. As reported by a study done by Gartner, 89% of marketing heads predict that customer experience will be the primary basis for competitive differentiation by 2017. If your company has a worldwide presence, here are customer service do’s and don’ts to keep in mind.
DO deliver what is promised to meet customer expectations.
Before setting up shop, make sure the undertakings and promises made realistically meet your customers’ expectations. Nothing disappoints customers more than companies not delivering what was promised. As was reported by American Express, 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.
DON’T overlook the importance of the right customer service technology.
Finding the appropriate call center software is a tough task but is so very important when it comes to ensuring your company is providing the best customer service. A good software solution is able to handle everything from providing relevant data to the agent as well as a seamless system for directing calls. Contact center solutions are able to help companies take the data they have and transform it to something of value. Don’t be intimidated to tap into the analytics to uncover key insights that can help propel your business.
DO ensure customer service agents are competent and well versed on the company’s brand image.
Firstly, your customer service agents should have a solid understanding on the company’s mission and overall brand image. In most cases, your agents are the first opportunity your company has to leave a lasting good impression. If this isn’t established from the beginning, than you risk your company’s message not being clear. According to the study, 93 percent of respondents said they are more willing to forgive a company that is unable to help them if the agent is respectful, knowledgeable, friendly, patient, sympathetic or even humorous.
DON’T be confined to one form of communication.
Thriving companies, especially those who are fairly new, face many opportunities for growth that very often require shifting directions. It is in our human nature to resist change. However, in today’s digital world, forms of communication are constantly evolving. Just because your company has mastered handling inbound calls, doesn’t mean they shouldn’t explore using social media as a communication medium. Reaching out to your customers on the many customer service channels they engage in will help build a strong global customer service reputation.
The key to providing exceptional customer service lies in the ability to adopt a customer-centric mentality. Keep these basic tips in mind and your company will be delivering a consistent customer experience globally in no time.
Daphne Lefran has been writing about customer service topics for many years and currently writes on behalf of the call center recording specialists at Kova Corp. In her spare time, she enjoys capturing moments through a camera lens, traveling to new places and cheering on the Florida State Seminoles. Follow her on Twitter @daphnelefran
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