Improve Your Customer Service

I have been asking myself how best can we handle social customer service? So, I decided to do some research. Fortunately, I came across an article that shared useful insights on this burning topic. I will share it with you.

Prior to that, allow me to make an observation.

Many times I have logged in on Facebook, just to look around and see what's happening. Only to find comments that went months without so much as an acknowledgment. Those who did good, tried to respond in at least a day's time. Some went completely unresponded to.

This made it clear. The owners of these social assets don't know why they were set up (customer service and or lead generation)  and or they don't have someone on standby to man the assets. Creating a crack in their strategy, if they have one at all.

Nike's Social Customer Service

Yet the evidence is all over: consumers today want their grievances met pronto. A good example is Kenya Commercial Bank. A friend of mine had an issue with his account. All he did was tweet his concern, mentioning the bank's tweeter handle. In a matter of minutes, they had not only fixed the problem they responded.

My other friend had issues with his DSTv. He tweeted. They fixed it and you guessed it, responded in good time. Apart from it being clear that twitter is best suited for customer care, the two preceding cases show that social media is revolutionizing the way brands serve their customers. Then, why not raise the bar?

Forget the phone number, you like so much. Use your social media channels. Stop dismissing your customer's concerns. Have someone man your social channels 24/7 at least, with room for sleep: ready to respond to all grievances, however bad.

For according to a new report, from Conversocial, it’s time for businesses to be proactive and meet customers where they are.

Read the rest of this insightful article here.

By George Odenyo Litunya-Corporate Communications and Marketing Consultant

Customer service |Phil Dowsing Creative

In communication, messages are king. For content marketing, content is still king. However, in business, the customer is king. As Kenneth B. Elliott said, ‘A customer is the most important visitor on our premises. … We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.’ Therefore, it is important for every business to improve on customer service delivery. 

In today’s customer service delivery landscape, customers can make purchases without stepping foot in your premises. A company can serve its customers without ever seeing them. This has waylaid the use of technical skills and amplified the need for soft skills.

It's no secret, new media is changing how we practice communication. Have you ever, seen a great post on facebook about a product and thought to inquire? Unfortunately, it took forever to get a reply. Yes, it happens. 

In this age of new media, companies want facebook page likes to the millions. Twitter followers to the millions and not forgetting blog subscribers. What fails to register in the minds of these companies is that these are potential customers. Who need as much attention as the actual walk-in customers. Thus the dire need for soft skills.

I recall when customer service was about smiling to the client and being courteous. Running literally after your client. Fixing them coffee, and similar acts of kindness. Even when the client in question was not interested in doing business with you. It was an obligation to be courteous. How do we show this in today’s customer service landscape? Facebook, twitter, Instagram and blogs case in point. How do you make coffee for someone who cannot take it? But through soft skills, you can make them feel valued. With the promise of repeat business. Which is the ultimate goal in customer service. 

Soft skills are running the show now. As shared by Mary Shulzhenko, here are 20 soft skills everyone in customer service should master.

Active listening

Attentiveness

Clear Communication

Persuasive Speaking

Ability to use positive language

Confidence

Good body language

Understanding human psychology

Patience and self-control

Ability to empathize

Time management

Flexibility

Creativity

Accountability

Leadership skills

Positive attitude

Self motivation

Decision making

Teamwork skills

Sense of humour

Work on these and let me know how it goes. Happy customer, happy business.

Source|http://www.providesupport.com/blog/top-20-customer-service-soft-skills-infographic/