How To Achieve Stellar Customer Service?

A key to a successful business is based, not only on how good the brand is but also on how excellent the outsourcing customer service teams serve their customers. The success or failure of your business depends on consumers’ acceptance of the products or services. Any business is always looking for the best marketing strategy that will entice the customers to leave their competitors and switch to their brand. And one of the oldest and the best methods to achieve profitable business is stellar customer service through outsourcing.

However, start-ups and small entrepreneurs have this notion that only big companies can provide excellent customer service. But with the existence of outsourcing, offering good customer support is open for all kinds of businesses because of its being cost-effective.

When you outsource your customer support, you will enjoy its benefits such as cost reduction in labor and operational expenses, flexibility, an opportunity to hire experts from other countries, and 24/7 customer assistance. Imagine how helpful it is in your business.

But achieving excellent customer service should be the main goal of all marketers. And mind you, providing stellar customer support is crucial. As an affluent marketer who wants to achieve customer loyalty, retention, business growth, and high profits, you must be careful in putting up your outsourced customer service team.

Let’s study first these statistics:

• 81% of businesses that possess strong competencies in providing excellent customer service perform better than their competitors. (Peppers & Rogers Group)
• 70% of purchasing experiences are based on how the customer feels they are being treated. (McKinsey)
• 9 out of 10 American consumers say they are willing to pay more to secure a supreme customer experience. (Harris Interactive/RightNow)
• 7 out of 10 Americans said they are willing to spend more with businesses they think can provide excellent customer service. (American Express)

With these figures, marketers need to be careful in choosing staff who will handle their outsourced customer support team. In this article, we will discuss the five most important factors to achieve stellar customer service:

Expertise in Solving Problems. Ordinarily, customers are contacting outsourced customer service to ask for the solution to the problem they encountered in your brand. Therefore, the customer service agents must be ready and able to fix any problems of the customers. However, there are inevitably some issues that can’t be fixed immediately. But you can leave assurance to the customers that the customer service team is doing their best to come up with the solution.

Clear Communication. Effective and clear communication and agreement are about being able to put yourself in the customer’s situation. Use a concise and brief explanation to get an immediate solution.

Friendly Attitude. The ability to become honest and to show customers that they are important to your business can make a whole world of a difference in their customer experience. And being friendly can appease one’s anger that could lead to harmonious transactions.

Always Show Empathy. In any situation, it is essential to show empathy. In customer service, even the most irate customers can understand if they feel that the agent shares and acknowledges their feelings.

Knowledge of the Brand. The outsourced customer service agents are the face of the brand. How can you earn customers’ trust if they feel that the person they are talking to doesn’t even know about the product? Customer support’s knowledge of the brand can make the customers believe in the authenticity of the brand.

Stellar customer service is no longer impossible to achieve through outsourcing. And excellent customer care can build you a long-lasting and successful business!