There are many benefits of good customer service including customer retention and loyalty, positive culture and reputation, increased sales, improvement of employee morale, competitive edge, and more. All of these reasons make customer satisfaction vital for the success of any business.
Great customer service starts with great training – that’s where Canity comes in. Canity is the easiest way to train your team, with bite-sized, engaging training videos covering a variety of topics. Our training videos and supporting resources are designed to engage your team and boost their skills, covering the fundamental elements of quality customer service, as well as taking a deeper dive into more specific areas.
We’ve been working on our own customer service training program for years now. It’s helped us improve our customer service skills and made our employees more confident when dealing with customers. If you’re looking to improve your team’s overall customer service to ensure your customers are satisfied, we recommend the following:
1: Provide Timely and Effective Responses
Your customer’s time is precious; they want their problems to be resolved as promptly and efficiently as possible. Providing quick and effective responses to their queries and concerns can make them feel valued and satisfied, therefore it’s important to make sure your customer service representatives are well-trained and equipped for these circumstances. If at any point they’re unsure of how to resolve a customer’s problem, they need to be able to refer to someone who can.
2: Personalise the Customer Experience
Make your customers feel special by personalising their experience. A simple way to achieve this is to address them by name. You should also consider their purchase history and use this to provide personalised recommendations and offers. This will make them feel valued and appreciated, and more likely to return to or recommend your business in the future.
3: Be Empathetic, Understanding, and Positive
Whether you’re responding to a customer face-to-face, via email, or over the phone, there are several important factors to consider. Staff should always act with empathy and understanding, use appropriate tone and language, maintain a positive attitude, and exhibit friendly body language.
Avoid technical jargon and speak using language they’ll understand – this will minimise confusion and frustration. When face-to-face, make eye contact with the customer to show you’re engaged and paying attention.
4: Offer Proactive Support
You don’t have to wait for customers to contact you with problems, instead you can be proactive and reach out to them to offer support and assistance. For example, you could send a personalised email with helpful tips or information about a product they recently purchased, or make a phone call to see how they’re feeling post-purchase. This will show your customers that you’re invested in their success and well-being, and will reinforce that you’re a trustworthy and reliable brand.
You can use Canity videos to train your employees on how to deal with customers. This will help them become better at handling customer issues and make sure that they are able to provide excellent customer service.
Streamline your team’s customer service training with our short, practical, and user-friendly video lessons. We’ll even email them straight to your employees’ inboxes. You’ll also be able to monitor your team’s progress and schedule follow-up trainings using our online platform.
Customer Service Videos are a great way to learn how to handle difficult situations in a professional manner. Our video lesson topics include Retail Skills, Phone Skills, Email Skills, Dealing with Difficult Customers, The Art of Small Talk, Building Rapport with Customers, and more. To get started or to find out more about Canity, visit Canity.com.