The Key(s) to Delivering World-Class Service to Customers

客户服务是成功企业的绝对至关重要的，通常被低估的支柱。这对于保留客户至关重要，并且可以在正确完成时促进客户获取。实际上，Microsoft的研究found that an estimated 96% of consumers believe that customer service is an important component of their brand choice and loyalty.

Nowadays, adequate customer service is a necessity. Solid customer service is a big help, and excellent customer service can lead to positive word of mouth. But there's a tier of service quality that extends even further.

有少数公司提供world-classservice — the kind of support that can bolster a business's reputation and put distance between a company and its competition, in itself.

It's a difficult — but not impossible — standard to reach for any business.

在这里，我们将更深入地深入研究这个概念，并了解提供它的一些关键。

According toZendesk,84％的消费者说,客户服务是其中的一个key factors they consider when deciding whether to buy from a company. That figure speaks to the necessity of at-least adequate customer support and the tremendous value of world-class service.

It shows that the quality of your customer service can have substantial implications on your bottom line. The soundest sales and marketing efforts can only do so much for you if they're not reinforced by high customer service standards. And world-class service's utility and influence aren't exclusively internal. They can extend beyond your existing customer base, making the practice an asset for customer acquisition on its own.

如果您对世界一流的服务的承诺是一致且不断改进的，那么您的公司可以建立一个敬业的组织的声誉，致力于将其客户置于所有方面。raybet电子竞技潜在客户将始终珍视一家他们知道的公司将重视他们。raybet电子竞技

Here are the keys to delivering that kind of service.

1. Take a personal approach to each problem — no matter its scale or urgency.

World-class customer service focuses onpeople,没有问题。如果您有多个遇到相同问题的客户，请不要以一种适合所有机器人的方法来与他们进行互动。取而代之的是解决询问背后的个人。

Try to feel out factors like the tone that will best suit your customer, the attention to detail they'll need to get to the other side of their issue, and their concern's level of urgency. All of those aspects will dictate how you approach solving their problem.

正如我所提到的，您一定会不时与不同客户遇到同样的问题，但是这些电话不会也不应该是相同的。这个困境引出了一个问题，“您如何评估客户的需求，兴趣和个性？”

The answer? Active listening.

取消客户的偏好和敏感性的最佳方法是仔细，积极地倾听他们的回答。合法建立融洽的关系hearingthem and conveying that you understand where they're coming from.

从那里，您可以阅读诸如他们的搅动水平，他们将提供的耐心等内容，以及 - 也许是最重要的是它们的产品知识程度。一旦考虑到这些组件，您就可以量身定制一种最适合他们的方法。

2.保持冷静，专业和同情心 - 无论您如何受到对待。

尽最大努力将情感与与客户交流的交流分开。几乎给定的是，您将与客户互动，这些客户可能会对您的公司个人发挥挫败感。raybet电子竞技保持皮肤浓密，均匀龙骨。了解他们不会生你的气 - 他们对手头的问题感到生气。

The best way to remedy that kind of situation is to lead with empathy. Always bear in mind that you're there to solve for them, above all else. Be patient, polite, and compassionate. Don't get hot-headed or confrontational. Calmly work through their troubles and concerns and solve them和他们。

Your goal is to帮助the customer in question — not to get rid of them — so you need to act accordingly. Your commitment to world-class customer service can often be measured by your willingness and ability to consistently take the high road. No matter what a customer says to you or the tone they say it with, be the bigger person and help them arrive at the solution.

3. Respond to inquiries as quickly as possible.

让客户知道您重视的最佳方法之一their businessis to show that you value他们的时间。不要让顾客悬挂。如果他们与您联系，通常是因为他们已经只是遇到问题。您很难找到有关他们一周前遇到的问题的客户。

迅速与客户联系。理想情况下，您将能够立即与它们联系，但并非总是如此。在这些情况下，有帮助reybet雷竞技下载像聊天机器人一样，可以将客户引导到工作时间后与相关文档和票务系统一起自动将查询路由到合格的代表，这些代表可以在第二天解决。

And if customers connect with you over the phone, don't keep them waiting too long. No one likes having a prerecorded voice assure them that their call matters for an hour and a half between five-minute spells of elevator music before finally speaking to a real person. Answer the phone quickly, and this is where having an appropriately sized service infrastructure in place for the scale of your business comes in handy.

4.先发制人地解决您的客户可能遇到的其他问题。

当您获得客户服务代表的方位时，您将更习惯于回答某些查询并解决特定问题。凭借手头的知识和经验，您将对可能出现的潜在问题产生感觉。

如果您可以利用这种“第六感”来抢先解决尚未出现的问题，那么您可以打动您的协助客户，并帮助他们指导他们可能会遇到的情况。

A big part of providing world-class service is setting customers up for future success. Do what you can to address as many issues as possible during your interactions with customers — that should include ones they might not have considered yet.

5. Ask for feedback, and actually do something with it.

A customer service department is one of the most streamlined, valuable sources a company has for identifying areas for improvement. It functions as a forum for customers to directly address what your business could do better.

So, as a rep, it's important to ask and listen for feedback. Hear customers out, and if you can identify problems customers are consistently touching on, let management know. But the burden of making good on this specific point is less on reps and more on the company as a whole.

In most cases, reps can't do much beyond reporting feedback. Acting on that information takes place on an organizational level. Management needs to consider and apply the specific suggestions that their customer service department reports.

世界一流的服务是一个基于评估客户的过程。没有比这表明您听到他们的声音并应用他们的反馈更好的方法了。

如果有什么要远离这篇文章, it's this: Appreciate how much your customers mean to your business, and do everything in your power to show them that you do.

World-class is about taking any testiness out of the equation and approaching every interaction with patience, compassion, persistence, comprehensive product knowledge, and thoughtfulness. It's not easy to get there, but it's by no means out of reach.