Your clients and customers are central to your organization. Keeping them satisfied will encourage customer loyalty and positive online reviews, so it is worth your time to invest in your customer service strategy. Once you have selected the best possible service team, follow these strategies for more effective and productive customer service.
- Communicate clearly
While straightforward communication is key in all aspects of your company, it is especially important when interacting with customers. If they have a question, be sure to be as thorough in your response as possible. Encourage your team to simplify language and avoid jargon.
- Use affirmative language
The language used by your customer helpdesk staff can make or break the quality of your service. Train your team to communicate using positive and affirmative language to create a more productive dialogue. This type of language will also make your customer feel more cared for when your team is working to solve their issue or answer their question.
- Find the right software
Be sure to find the best ticketing tools for your organization's purpose. Using an effective helpdesk ticketing system software will help your team stay organized while communicating with your customers. It will also allow your management team to collect data and access what areas of your service strategy can be improved.
- Encourage short response times
Hold your customer helpdesk staff to a response time standard to ensure that your customers are receiving help in a timely manner. A ticket platform will help with this, but be sure to train your team on productivity best practices. This will ensure that your customers are hearing back as soon as possible.
- Have a unified team strategy
Even with the best ticketing tools and integrated project management software, the entire customer service strategy is only as effective as your team. Be sure to hold regular training and be open about how specific employees can improve. View your team strategy as a larger project with customer service at the center.
The average person in the United States will spend 43 days on hold in their lifetime. As an organization, be sure to take as many steps as possible to reduce hold time and make the time spent on the phone as productive as possible. By implementing these best practices, you will build a more effective helpdesk staff and retain satisfied customers for years to come.