Customer Service Iceberg Image and Reflection

The Importance of Customer Service Independent Reports

Customer Service isn’t just about being polite to your customers. It is a vital element of business that, eventually, impacts your bottom line. Additionally, it affects how your company is viewed publicly. Indeed, the success of your team in delivering effective Customer Service depends on direct feedback. That is, facts that help provide information on your team’s strengths and weaknesses. This objective feedback is achieved through Customer Service Independent Reports.

Moreover, today Customer Service Independent Reports have become an important part of business. However, Independent Reports are needed not only in Customer Service fields, but also in other areas of business. Ultimately, detailed data from Independent Reports allows us to get direct feedback right away. That is, without collecting information from customers or having to conduct questionnaires.

 

Customer Service Independent Reports

Customer Service Independent Reports extract valuable information and insights from your customer service team. As well, it defines how it operates. Most importantly, the findings result in increased:

  • Service Levels
  • Customer Satisfaction
  • Loyalty and Retention
  • Business Value
  • Profits and ROI

Customer Service Independent Reports can uncover challenges within your team. Consequently, if these challenges are not addressed it will result in decreased performance and profit. Listed below are 5 Hidden Problems in Your Customer Service. Subsequently, these are just a few core issues we have discovered in recent Customer Service Independent Reports.

 

DO YOU KNOW WHO IS DOING WHAT IN YOUR COMPANY AT THE MOMENT?

click here red button to contact healthy business builder sales and customer service leadership training 1300 833 574

FOR YOUR CUSTOMER SERVICE INDEPENDENT REPORT

 

1. HEARING BUT NOT LISTENING

Customer Service is is based on listening to people and helping them with what they need. However, instead of listening, hearing has becoming increasingly prevalent.

Indeed you might be wondering what difference there is between the two. Undoubtedly we need to understand this to also realise the crucial importance of listening.

Importantly, listening is an active skill which involves the words spoken, but also the nuances beneath them. Furthermore, it is associated with emotions and tone. Basically, these traits are what a good listener observes, compared to just hearing the words.

Customer Service Independent Reports Listening vs Hearing quote

 

2. POOR POSTURE

Posture and body language provide an incredible information on what people are thinking. Ultimately, it accounts for more than 60% of our communication. Subsequently, your body is saying a lot about you at any given point in time. Additionally, cues arise from seemingly minor things like. That is, even down to the micro facial expressions you make.

Therefore, poor posture influences how customers feel about the interaction. Crucially, your posture plays an important role in your Customer Service success. Ultimately, it affects whether your customers’ have a positive or negative impression of the business. But body language can be used to your advantage. Simply, this can be achieved by applying key techniques consciously to your interaction with customers. Some of these include:

  • Strong Eye Contact
  • Learn to Use your Voice Effectively
  • Do Not Cross Your Arms
  • Keep and Open Stance
  • Not. Fidget.
  • SMILE (even on the phone!)

Customer Service Independent Reports Posture Image

 

3. COMPLACENT ABOUT COMPLIANCE

There is often a gap between regulatory compliance and a positive customer experience.

Most importantly, remember that Customer Service Operators are the face of your organisation. That is, they play a significant role in every customer experience.

Companies with call or contact centres are the most exposed in this respect. And, in many cases we have discovered, are the weakest link in the chain. That is because they have to navigate through regulations, disclaimer scripts and customer consents. Ultimately, businesses need to ensure agents remain in compliance without compromising on service.

When we look at the issue of customer interaction compliance, we have identified three core areas of capabilities.

I) Interaction Control

Compliance is about controlling what is happening within that interaction. That is, ensuring in real time that agents are complying with regulations whilst providing a good customer experience.

II) Total Transparency

True compliance is about allowing businesses as well as their customers, visibility into what is happening during interactions. It also means providing tools to quickly investigate the interactions.

III) Accountability and Documentation

Accurate compliance means being able to prove what went on. That is, both internally and when confronted with a regulatory audit or investigation. This involves accountability and ownership of all interactions. It also means providing accurate documentation or recordings of conversations.

Ultimately, compliance works best with Effective Communication. That is, between the Customer Service Operators and their customers. But also, and equally as important, between Customer Service Operators and their Leaders.

 

DO YOU KNOW WHO IS DOING WHAT IN YOUR COMPANY AT THE MOMENT?

click here red button to contact healthy business builder sales and customer service leadership training 1300 833 574

FOR YOUR CUSTOMER SERVICE INDEPENDENT REPORT

 

4. BRAND IGNORANCE

Brand knowledge is one of the core skills for customer service teams. It is the understanding of the company’s offerings that guarantees the success of the customer service. The more you know, the better you get at delivering customer service excellence. A lack of brand knowledge not only reflects on the employee’s ability, but also on the company overall. That means, the customer will assume that sufficient training hasn’t been provided. Consequently, being able to spot the signs of when employees need to improve their brand knowledge is essential. Indicators include:

I) Poor Application of Knowledge

An obvious indicator is employees not being able to apply their knowledge in real life situations. There will be times when different types of customers are looking to buy the same product.  If an employee is reeling off general features that the customer can’t relate to, they are unlikely to retain that customer.

II) Passion and Belief

Brand knowledge allows your employees to become more confident and efficient. It also vastly improves communication skills. Customers are more likely to interact with Customer Service Operators who are passionate about the brand. Additionally, employee confidence will create a more trustworthy image of the company.

III) More Calls for Support

Poor brand knowledge within your team could also lead to an increased number of calls to your support team. If customers are not fully equipped with information about the brand, they will turn to support. This lack of brand knowledge creates a bigger flow-on effect. Low productivity, increased costs and stress levels. Plus poor performance and customer satisfaction. All of which, with thorough brand knowledge and information, could have been fixed or even avoided!

Customer Service Independent Reports Company Awareness

 

5. USE OF NEGATIVE LANGUAGE

Effective Customer Service means having the ability to make minor changes in your conversational patterns. This can truly go a long way in creating happy customers.

Language is a crucial part of persuasion. And people (especially customers) create perceptions about you and your company based on the language that we use.

NEGATIVE / AVOID

POSITIVE / REPLACE WITH

“We regret any inconvenience this may cause”. “I’m sorry your experience was… (reflect the customer’s language so long as it wasn’t rude!)”.
“Our records indicate…”. “I have reviewed your online account and I see that…”.
“Please do not hesitate to contact us”. “Please contact us if you have any questions about your… We’re happy to help”.
“Your feedback will be shared with the appropriate department”. “I will share your feedback about… with our [insert name of relevant department]”.
“Please do not reply to this message as the mailbox is not monitored”. “For questions about… contact: help@xxxxxxx.com.au or call: 01234 567 890.”

 

Customer Service Independent Reports Company Awareness

click here red button to contact healthy business builder sales and customer service leadership training 1300 833 574

FOR YOUR CUSTOMER SERVICE INDEPENDENT REPORT

 

Book in your Customer Service Independent Reports Appointment today with HBB Group. Contact the Healthy Business Builder 1300 833 574. Alternatively, you can email info@healthybusinessbuilder.com.au for a confidential conversation.