Embrace Customer Wow
And news of bad customer service reaches more than twice as many ears as praise for good service. With word of mouth spreading like wildfire over social, your reputation is in customers' hands.
So how do you ensure customers get the star treatment when they contact support? Zappos CEO Tony Hsieh was talking from experience when he said, "If you"e culture right, other stuff like great customer service or building a long-term brand will happen on its own." When Zappos shifted focus from selling shoes to pleasing customers, employees became more engaged and passionate, customers were happier and sales went through the roof. Other customer service powerhouses such as Amazon (Zappos' owner since 2009), Google and yes,
Desk.com have also found a winning formula in making " culture and brand two sides of the same coin.
Customer WOW is the philosophy at the core of everything we've done since our early days as Assistly. Every day, every employee works to be better than expected. We strive to "wow&rd"r customers through amazing service while perfecting the experiences they have with us. The basic principles below have contributed to our success, guiding our teams to be the best at what they do.
Here at Desk.com, we've created a product and culture that's focused on the customer. Our " follows the philosophy of Customer WOW, consistently being better than what you're expected to be, is how we provide the best possible customer experience. Creating this experience is at the core of what we do and since our early day at Assistly we work every day to perfect the experience our customers have with us. We've found some basic principles that have contributed to our success and ways to empower our team to be the best at what they do.
We believe that it's really important to come up with a set of core values that your business lives and breathes by. Ask yourself, "are yo"ng to live by your core values in both good times and bad?" If the answer is yes, then that's the strongest start to building and maintaining a " culture that you and your employees actually want to work in. When you hire, train and motivate your employees based on your core values, everything will fall into place on its own.
Each of our team members is hired with the expectation of working in the best interest of our customers. Everyone is given the tools and authority to make decisions.
There's no finish line when it comes to building trust with employees, customers and partners. Honesty, transparency and accountability are the guideposts for every decision and action we take in delivering quality customer service.
Unbounded imagination, genuine passion and the right attitude will take us to the wonderful places we want to go. We aspire to make the impossible possible.
What's your WOW factor? What core values does your business live and breathe by? Are you willing to live them in good times and bad? If the answer is yes, you have a strong start to creating a " culture you and your employees want to work in.
Hire Motivated Employees
When you hire, train and motivate employees based on core values, everything else falls into place. Finding competent people with the right skills isn't enough. They need the right attitude, too. It's essential and non-negotiable.
Some questions to ask:
Why are you in customer service?
Always ask this one first. Customer service is not just resolving one issue after another. It's satisfying customers' needs, putting smiles on their faces and inspiring them to do the same for others. Employees who excel have a natural desire to help and express genuine empathy. Bonus points for a sunny disposition and willingness to go the extra mile.
Are you familiar with what we do?
Ideal candidates walk into interviews with a basic understanding of your ". Have them list what they believe to be the value of your product or service. Fill in any blanks and discuss how you make a difference in customers' personal or professional lives.
How would you handle...?
Personality is part of the hiring game. To see if a candidate has what it takes, create a customer support scenario. Don't be afraid to throw a few curveballs. Is he or she empathetic? Asking appropriate questions? Being proactive? Did you feel the issue was resolved? Provide feedback and give candidates the chance to talk about what they do differently.
Attitude is the the foundation of good culture and outstanding customer service, the driving force behind:
- What your employees say and how they say it
- The service goals your employees set for themselves
- How much your employees are willing to do for your customers
- Overall job satisfaction
Skills being equal, employees with the right attitude have an easier time fitting in, better job performance and they stick around longer. To identify strong candidates and weed out those looking to collect a paycheck, ask questions that align with your "'s core values.
In the end, you're looking for a good blend of operational and personal skills. Here's a simple checklist to have on hand for interviews:
Hire hard workers with a positive attitude, passion for customer service and focus on supporting the customer. Then train new employees on how to live your core values. If your business can do that, you're likely to notice a quick return on human capital investment.
They've Got the Will, Train the Skill
At Desk.com, all employees-including managers and senior staff-go through a week-long boot camp learning how to use our product and practice Customer WOW. Everyone becomes part of the " culture right from the get-go, understanding what we do and how to commit to our core values. An essential lesson: Always deliver more than expected. This philosophy, inspired by Google Founder Larry Page, is the key to earning customer loyalty and referrals.
Consistently being better than expected is what breeds customer advocacy and brand evangelism. That's why the Desk.com agents on the Customer WOW team (our support team) don't stop at addressing questions and concerns. They proactively reaching out to customers, finding ways to help them be more successful. We know we're doing the job right when customers say, "Wow, I" expect that!"
Your new and long-term agents can stand out by going the extra mile. Here are 10 ways:
1. Always Follow Up
Checking back in with customers isn't just good manners. It gives you another opportunity to build the relationship.
2. Listen to the Customer
There's nothing like talking to a support agent who really listens on all cylinders. Take time to understand issues and how they affect the customer's business. When people know you value their needs, they're more likely to stay with your brand.
3. Talk Among Yourselves
Accept that you'll never have a perfect grasp of every issue coming into the support center. Keep up with the big picture by maintaining open lines of communication with your team.
4. Be Honest
Nobody likes being lied to. A customer can't expect anything more than the truth. When you maintain an open dialogue and keep your customer informed at all times, you'll earn their commitment to your ".
5. Be Human
Robots are cool, but people would rarely choose to have a conversation with one. Show the customers you aren't a machine. At the end of the day it's how you make people feel that matters the most.
6. Be Empathetic
Put yourself in the customers' shoes, especially in tough situations. Your empathy will show and they'll appreciate it.
7. Respond Quickly & Accurately
Customers gain confidence when you respond quickly and solve their problems for good, and are more likely to have an ongoing relationship with your brand.
8. Relationships over revenue
Focus on the success of your customer. Understand pain points and how you can alleviate them. When you make
customer success your priority, improving your product, " and bottom line follow.
9. Improve as You Go
Seeing the same issues time and again? Dig into what's unclear and update your knowledge base or FAQs. By clarifying your messaging, you can reduce contacts for many repetitive issues. Be sure to track any drop in service load and share your results.
10. Ask Questions
The more you know, the more likely you are to resolve an issue to the customer's satisfaction. Don't hesitate to ask more questions to get all the information you need to recommend alternate solutions and advocate for the customer.
Have a Solid Game Plan
Shore up your defenses by developing a plan to execute hassle-free, friction-free experiences. What causes friction? Here are eight factors known to drive customers to competitors:
- Taking too much time to resolve an issue
- Broken promises (you've over-promised or under-delivered)
- Treated rudely or with suspicion
- Transferred from agent to agent, having to repeat the issue each time
- Having to check several times to see if an issue is resolved
- Being left in "suppor"tory," not knowing what, if anything, has been done to resolve the issue
- Pushed to buy something, even before a support issue is been resolved
- Support Center information is unhelpful, incomplete or outdated
The Importance of Customer Service
In a recent customer satisfaction survey, ClickFox reported that 47% of consumers expect a response within
24 hours, 22% of consumers expet a response immediately, and 19% of consumers expect a response within
an hour. Keeping customers happy and resolving their problems are of vital importance; money talks, and
customer dissatisfaction will eventually show up in the bottom line.
Today's customers expects you to value them for more than their money. The easier you make issue resolution, the more loyal they'll be to your business.
Stay on top of your support
Empower your team for success by encouraging them to track cases religiously and treat each one as a priority. Assign every issue a status, level of urgency and owner.
Know Who's Working on What
A shared dashboard encourages accountability and reduces ambiguity by creating an airtight system to track cases and keep customer conversations in context. At a glance, see which agent is assigned, which cases are still open or pending, and which have been resolved.
Easy Collaboration With Your Team
If you don't have the answer, quickly transfer the customer to someone who does. When you involve your entire team in customer support, you improve the speed and quality of responses.
Operate as a Cohesive Team
Your system should aim to assign cases based on priority, agent availability and expertise. A recent survey from American Express found that three in five Americans would try a new " to get a better service experience. To keep them with you, make sure the first person a customer talks to is the most qualified to address the issue at hand.
Know About Your Customers
Reduce support time by building a profile for each customer, including information about any prior interactions. Agents can use it as a cheat sheet if the customer reaches out, providing immediate attention to the issue, and addressing it in a more efficient and personal way.
Organize Your Customer Conversations
How can you label a case that's both urgent and from a VIP customer? Create work "queues" or folders to help you organize your cases into categories. Add notes for your team like "more i"uo; or "call b"uo;
Teamwork Makes the Dream Work
Nobody wants to feel stuck in a dead-end job. Job progression keeps agents inspired and motivated, so provide plenty of opportunities for professional growth and promotion. If caseloads allow, consider loaning agents with the interest and aptitude to other departments. It helps keep them engaged while growing their skills and value to the ".
Provide Positive Feedback
Employees who receive frequent feedback from management feel they have more control over their work,
which increases job satisfaction. Definitely one of the easiest and quickest ways to boost engagement and
It's up to every employee, not a few people in management, to build and strengthen " culture. Ask for suggestions and keep your team involved in helping the business grow and thrive.
Embrace "Whole " Support"
Stop thinking of customer support as a crew of responsive hole patchers who deal with problems as they arise. At Desk.com, everyone has an opportunity to fill a customer support role. It creates an incredible opportunity to get to know our customers on an intimate level, gaining insight into their needs and their relationship with the product.
Recognize Individual Talents
Give rewards tied to specific actions so employees know you sincerely appreciate their efforts. Encourage individuals to use their talents for team success.
The level of service you give customers is fundamentally rooted in your staff. When employees are happy and care about doing their jobs, real WOW happens. There are dozens of ways - big and small - to celebrate personal and team achievements, from parties to thank-you gifts to hoopla in "-wide meetings. Do what feels sincere and right for your team.
So how can you take these tips outlined above and make them work for you? The evolution towards
becoming a customer-centric " is both complex and long. But your " should not be
discouraged. Small changes in policies and processes can help drive transformational change in both thinking
and behavior. All it takes is one step, one change, one right hire, one system, one policy at a time and a
complete focus on your customers and their satisfaction. An empowered customer support team, where
employees are armed with responsibility and feel that they are making a contribution to the "'s
success, soon translates into customer loyalty.