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3 Ways to Provide Excellent Customer Service

3 Ways to Provide Excellent Customer Service

By Leslie Radford

Key Takeaways

Keep a Positive Attitude

Problem-Solve Creatively

Be a Resource

At NuvoDesk, we want to help you do better business, not just offer you a place to do business. We know that investing in customer service is crucial to long-term business success. 

A RightNow Technologies Customer Experience Report found that 86% of U.S. adults are willing to pay more for a better customer experience.

Here’s how you can provide excellent customer service to your clients:

Keep a Positive Attitude

A positive attitude goes a long way in providing excellent customer service. It can change negative customer experiences into positive customer experiences. Because many customer interactions are not face-to-face, your attitude should be reflected in your language and tone of voice.

It’s easy to misinterpret the tone of written communication. The brain uses multiple signals (i.e. body language and facial expressions) to interpret someone else’s emotional tone which is absent online. Don’t be afraid to use emojis to convey warmth and good humor, or pick up the phone if you find an email or chat conversation getting tense.

Problem-Solve Creatively

There is an 80% churn rate of customers who receive bad service. You must thrive on solving problems for your customers and make it a central part of your support role.

Wow your customers with your problem-solving abilities. By creatively meeting their needs in ways that go above and beyond, you’ll create customers that are loyal to you and your product. By actively listening and anticipating their concerns, you come up with ingenious ways of helping your clients.

Be a Resource

Knowing your products and services inside and out will allow you to serve your customers better. Believe in the product and what it can do for them. Make it your goal to learn everything there is to know about your product so you can amaze your customers. Know how to troubleshoot any issues to provide prompt service for clients. Know what products complement the product or service they’re interested in. Be ready to provide additional information they may need.

Make them #1

Being a resource and having a positive attitude can help you solve problems for your clients. Make them your number one priority and create lasting relationships.

Asking for review

The Top 3 Ways to Ask For Reviews

The Top 3 Ways to Ask For Reviews

By Leslie Radford

 

Customer reviews do miracles for your business. They bring a lot of credibility to your company, build your brand reputation, and provide the kind of social proof needed to influence consumer behavior. When asking for reviews or testimonials, there are three basic ways to obtain them.

customer reviews

At the Point of Sale

The most immediate, personal, and direct way to ask for reviews is to ask at the point of sale or care. Asking for reviews at the point of sale is a fantastic way to capture reviews and testimonials moments after their experience.

Email

You can also capture their information beforehand and ask for a review via email. Email should be at the top of your list of channels for requesting reviews if you’re just getting with review generation. According to research, approximately 70 percent of reviews come from post-transactional review request emails. Personalize your email by putting careful thought into your request in a way that individually acknowledges each recipient. Keep the message and survey short. Customers will be more likely to complete the request if it takes less than a couple of minutes.

Text Messages

Another way to capture reviews is through SMS messages. Fifty-six percent of all online reviews are posted from mobile devices, so if you send customers a survey or a review request via text message, they’re most likely to click on that link. Text messages have a 98 percent open rate and are typically read within three minutes, whereas email typically has a 40 to 50 percent open rate. 

Get Reviews

At the end of the day, the best way to get reviews is to consistently provide outstanding customer experiences. Sometimes those five-star reviews and testimonials may come without the need for you to ask but it doesn’t hurt to try.

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