What is the one thing CSMs (Customer Success Managers) love to do apart from retaining the existing customers? Reducing churn, of course, along with, perhaps, word-of-mouth referrals!
All these CS objectives can be achieved only if you can fulfill your customers’ needs. One way to achieve your objectives is by providing top-class customer service.
As a CSM, you would be proud of the way your team handles the customers or even how highly your product is regarded in the market. But your customers will remember your brand by directly interacting with them.
We, at SmartKarrot, have learned that there is no bigger competitive advantage than providing first-class customer service.
We try to inculcate this attitude in our company culture by ensuring that our CS executives, the face of the company, provide excellent customer service.
Speaking of this, let me take this opportunity to share with you some of the amazing customer service tips that will come in handy when you set out your wings in 2023.
So, here we go.
Customer service tips to follow in 2023
These are the top customer service tips one needs to follow in 2023. Customers drive a business, and hence excellent service is important not to lose any customers. These amazing tips have been used by global businesses to help your company provide better services.
1. Treating customers with empathy is the key to success
Customers are important to ensure the business works well. If you want customers to be invested in the company, you need to treat them well. Empathy and concern are the key points in ensuring customer success. You need to pay attention to customers, understand their concerns, be empathetic, and ensure transparent interactions. Tailored communication, personalized services, and a high level of fairness are required to keep customers happy.
2. Have clear communication with the customers
A positive attitude and clear communication are required. If you face any problems, you need to ensure customers are aware of it. Clear communication can lead to higher and better interactions. Clear and concise communication will ensure the larger picture is made known to everyone.
3. Actively listen to the grievances of your customers
Addressing customer issues immediately is important. Most customers want to resolve an issue and that too quickly. In some cases, the issue might need urgent help. Agents and employees need to help customers connect with the right department. This will help them resolve their issues and understand how to utilize the product or service to maximum effect. You can also know the common complaints and issues that most customers face.
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4. Prompt issue addressal
Customer grievances can be different. In some cases, it is about product performance; in others, it’s product knowledge and more. You need to prompt issue redressal to ensure customers stay with you. Giving your employees the right customer tools and technology can help them resolve customer issues in the long run. Proper training and sessions can help as well.
5. Personalization of conversation for each customer is crucial
Personalization is the key to great customer service. Everyone likes it when their name is remembered or their company history is known. When dealing with customers, make it a point to use their names across the conversation. Show that you are absorbed in what they say. This will personalize things for them.
6. Provide self-service alternatives
Everyone loves self-serve options. One of the greatest customer service tips is ensuring customers have self-service options in the product and its usage. Customers are now tech-savvy and prefer doing things on their own as opposed to someone helping them out. Great content, video presentations, or an IVR system can ensure customers help themselves in case of issues.
7. Multi-channel customer support is the future
Not every customer likes to get on the phone for certain inquiries. Multi-channel support is thus required. Companies need to offer a bunch of ways for customers to connect with them-
8. Automate your customer service department
Considering automation support is another important support tip. IVR systems and chatbots are great ways to reduce the support of human agents. You can provide customer support, help solve issues, reduce costs, and allow employees to handle complex issues. Automation is the way to go for customer support in 2023.
9. Always know when the best time is to close the conversation
In some cases, customer service agents can get involved and lose the conversation somewhere in between. One topic may ward off a bunch of other plans and strategies. Identify the problem, fix it, and just stick to the customer’s requirements. Knowing the best time to stop is important.
10. Follow-up once a problem is resolved
Check-in with customers and regularly collect feedback to know how the process can be made smoother and simpler. Choose surveys, text messages, email, or phone calls to see how customers are interacting with services and products. Customer feedback is the key to understanding if the service worked for the customer or not.
11. Never use negative language while speaking with the customer
Harsh, complaining words while addressing customer queries can lead to negative results. You need to use positive, comforting, calm language. The CARP method can be followed-
- Control the situation
- Acknowledge the situation
- Refocus on the situation and conversation
- The problem is solved, so the customer is happy
12. Pay close attention to the CSAT scores
Measure KPIs and pay attention to CSAT scores. These customer satisfaction scores will impact customer retention rates. These CSAT scores help understand customer loyalty and improve customer relationship management. Collect feedback about specific interactions, services, and products to engineering focus on reputation management.
Final Words
Always remember happy customers will refer your brand to their relatives and friends. So, you do not want to close that window of opportunity to build a more customer base.
I have tried to integrate as many customer service tips that you can follow in 2023 and reap huge dividends for your business.
If you feel that I have missed out on any of the tips you would like to add to this list, comment below.
Until we meet again, keep checking this section for interesting write-ups on customer service, customer experience, and customer success!
Dattatraya Shetty is an IT Professional with 2 Decades of experience in areas of Product Development, Implementation & Service Delivery Management. As the Head of Implementations and SOC Compliance in Smartkarrot he is on a mission to provide relishing customer experience.
Published January 21, 2022, Updated July 12, 2023
