What is the purpose of my customer service team? First, we want you to understand that beyond solving problems and addressing concerns, customer service is evolving into a much deeper concept. For example, at Keybe, our support team transformed in 2023 to become Customer Care.
This means that it’s no longer sufficient to just provide solutions; you need a group of people who deeply understand the basic needs of any buyer, anticipate them, and not only address issues but also propose ways to prevent them from recurring.
These needs may vary depending on the product or service offered, but there are some very common ones, and we will share them with you below.
1. Prompt Problem Resolution
73% of people expect their problems to be resolved in less than 10 minutes.
When an issue arises, you want it resolved as soon as possible, and your customers feel the same way. If the problem persists, they may become frustrated and impatient, leading to a poor experience.
Agility and conflict resolution must be highly developed skills in your staff, aided by technologies that help them be more efficient in response times.
2. The Importance of Personalized Service
People always want the support team to take the time to understand their needs and comprehend their situation.
Personalized service can be achieved in many ways. For instance, customer service teams can use customer data to personalize interactions and employ a warm and welcoming language to make customers feel valued.
If you work in customer service, listen carefully to every word, doubt, fear, or dissatisfaction. Always make it clear that you empathize and are there to help.
3. Respectful and Courteous Attention
Even if the customer is upset or frustrated, the members of the support team must be able to maintain calm and composure.
Polite and respectful behavior is essential for a good experience. When customers feel respected, they are more likely to have a positive opinion of the company and handle the situation more amicably.
4. Honest Information and Transparent Processes
If the customer service team cannot resolve a problem, they should be honest with the customer about the available options.
There will be situations that lack easy solutions, requiring analysis, detail, time, and even involvement from more areas of your company. It’s important to communicate this clearly, agree on response times, and prioritize finding a solution to avoid a bad reputation.
5. Exceeding Expectations
When an issue arises, many people expect the company to compensate for the inconvenience, such as offering a discount, a gift, or, if the situation warrants it, a refund.
This is an excellent way to surprise and please customers, turning a negative situation into something salvageable.
What happens when my team deeply understands these needs?
- Greater customer satisfaction
- Increased loyalty
- More sales
- Lower cost of acquiring new customers
- Improved brand reputation
- Potential for recommendations
By focusing on these customer needs, you can change the way assistance is provided, turning it into an empathetic process with satisfying results. At Keybe, we undoubtedly help you take this dynamic to another level by combining technology with humanity.