HR & Management


12 customer service resolutions for 2015

3 Mins

2014 saw some of the best and worst examples of customer service as brands struggled to distinguish themselves in a crowded market. Here are my top tips for those seeking to stand out and excel in the customer service realm this year:

1. Reflect on last year

Learn from your mistakes, your successes and customer feedback. Try to continually release marginal improvements and introduce something new and significant every few months.

2. Set achievable goals

Use last year as a baseline for improvement, find out what your competitors are doing and speak to your customers to set realistic goals for development.

3. Invest in your staff

Your customer service team is a frontline reflection of your business, so make sure it is prepared for the worst case and trickiest of situations.

4. Get optimised

Besides “buffer face”, there is nothing as annoying as trying to access non–mobile optimised content on your phone or tablet.

5. Show your customers compassion

Take the time to understand your customers and the problems they face – this will allow you to engage with them more positively.

6. Get external recognition

Celebrate your customer service success with audits, national awards and accreditations that boost your company’s profile.

Read more on customer service:

7. Be proactive

Make sure you get to customers before and as problems occur – be upfront and manage their experiences and expectations.

8. Don’t just respond to problems

Try to resolve problems before they spread to your other customers.

9. Don’t forget your ‘Ps’ and ‘Qs’

For any sort of customer engagement, at any level, treat customers how you would wish to be treated yourself.

10. Be the expert

Know what you are good at and build on that strength – don’t try and be an expert at everything (you will only fail).

11. Be the ‘proud parent’

Make sure your staff are publicly rewarded for great customer experiences and improvements.

12. Interact with customers in real-time with social media

Facebook, LinkedIn and Twitter are powerful tools to publicly demonstrate your attitude to customer service (for better or worse).

Tom Needs is COO at Adapt.

Image via Shutterstock.

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