Customer service can make or break a brand. In an age where consumers have more choices than ever before, exceptional customer service isn’t just an added bonus—it’s a necessity. Yet, according to startling statistics, 90% of brands fail to hit the mark in this area. Why is this the case, and more importantly, how can your brand break the mold and become part of the elite 10%? Let’s dive in.
Why Most Brands Fail
- Lack of Training: Employees often are thrown into the deep end without proper customer service training. Without essential skills and guidance, they’re left unequipped to handle challenging situations.
- Not Listening to Feedback: A report from Customer Bliss shows that brands often ignore customer feedback, missing out on key insights to improve.
- Prioritizing Speed Over Quality: While efficiency is crucial, some brands prioritize quick responses over thorough and accurate support, leading to unsatisfied customers.
- Impersonal Interactions: Automated, robotic responses can alienate customers. Brands that fail to add a personal touch often come off as uncaring.
- Inconsistent Service: A lack of standardized procedures can lead to varied service levels, causing confusion and frustration among customers.
How to Be in the Elite 10%
- Invest in Comprehensive Training: Equip your staff with regular training sessions using platforms like Udemy or Lynda. Knowledgeable employees can tackle issues more effectively and empathetically.
- Embrace Feedback: Use tools like SurveyMonkey or Typeform to gather and analyze customer feedback. Make it a point to act on this feedback regularly.
- Strive for a Balance: Implement strategies that cater to both speed and quality. Tools like Zendesk can help streamline this balance.
- Personalize Your Service: Encourage employees to personalize interactions. Remembering previous issues or asking about a customer’s day can make a world of difference.
- Standardize and Evaluate: Regularly assess your customer service procedures. Ensure they’re standardized across the board and tweak them based on results and feedback.
- Stay Updated on Trends: Customer service, like any field, evolves. Stay ahead by attending webinars, workshops, and conferences, and implementing innovative approaches.
- Empower Your Team: Allow team members the flexibility to make decisions in the interest of the customer. When employees feel trusted, they’re more likely to go the extra mile.
Customer service is the backbone of brand loyalty and trust. While the majority of brands falter in this domain, the path to joining the top 10% is clear. By investing in your team, staying updated on trends, personalizing interactions, and—most importantly—valuing customer feedback, your brand can rise above the rest and set new standards for excellence.