Author: XACT

Customers don’t want to spend all day talking to the service department, but they don’t want to feel rushed through the conversation either. Make sure to give them enough time to go over any questions or concerns they have.

Research tells us that as a society, we aren’t such great listeners. Too often, we’re so focused on what we’re going to say next that we don’t take the time to really hear what others have to tell us. In the business world, though, being a good listener can have a variety of benefits, such as helping you hone in on important issues and find solutions to problems.

Start a dialogue by asking your employees regularly, ‘What do you think?” It’s a great way to start a conversation! Without realizing it, your sincere engagement and honest listening could pay off in a solid, productive exchange. A second way to become a better listener is to get to know your employees. How well do you really know the people who work for you? Do you know the saying that everyone has a story? It’s true! One of the most important things you can do with your employees is to take the time to get to know them and their unique life stories. People who feel their managers know, understand and listen to them often will work harder and exhibit greater loyalty not only to their teams but their companies as well.

Being a good listener also can help you build a successful business. How well do you listen to your customers or clients? Learning to truly listen to their needs, wants and opinions can help you provide the very best products/services and customer experience.

Your mastery of the lost art of listening also can make others eager to hear what you have to say. Respect begets respect. If you give people the chance to speak and truly be heard, they more likely will give you the same opportunity. One of the great things about learning how to listen is that people are more likely to listen to you.

Don’t think your listening skills need any improvement? Try keeping track of how much time you spend asking questions and listening during the next several meetings with employees and how much time you spend talking. The goal: To spend as much time — or more time — listening as you do talking.

Good listening skills are important at all levels of an organization and especially important with those working directly with customers/clients. Simply put, listening is the cornerstone of great customer service. Is your company providing the customer service that your customers or clients deserve? It all starts with a customer service team that knows how to truly listen.

Your business is unique. That’s why we offer so many different options to help support your brand and improve your customer service. Give us a call today to see how we can help you: (877) 922-8877.

More than two years into a global pandemic, many companies are struggling to maintain a high level of customer service due to a variety of factors, including labor shortages and worker fatigue and burnout.

Yet now, more than ever, a cheerful, knowledgeable and helpful person on the other end of the line can do wonders for customer retention and foster repeat business. Whether your company is B2B or B2C, it’s imperative that your customer-facing employees are delivering a top-notch customer experience. Here are some other things to keep in mind:

Happy employees make customers happy. Make sure your customer service team has a good working environment and competitive pay and wages, or outsource to a company that invests in its workforce.

Thanking your customers for their patience with COVID-related delays is critical. If your phone lines are flooded with calls or your website is inundated with emails, acknowledge that and express gratitude for your customers’ patience. Add a greeting to your on-hold message or add a pop-up on your website or use automated tools like chatbots. It doesn’t have to be formal or long. Just say something to the effect of, “Due to COVID-19, we are experiencing a high volume of customer inquiries. We appreciate your patience.” Once a customer reaches an employee, it’s absolutely critical that the employee is friendly and helpful. A little kindness and empathy go a long way!

Now’s the time to go above and beyond. Two plus years into a global pandemic, patience is wearing thin. People are worn out and burned out. Some businesses have struggled. What can you do to take the pressure off? Forgive late fees? Distribute a list of resources in the communities which you serve? Make a donation to a charitable cause? Such efforts don’t go unnoticed when people are struggling. Brainstorm with your staff how best to adapt to unprecedented times.

Frequent communication with employees is a must. You may be tempted to cancel or limit all-staff meetings or communications in an effort to curb distractions, but this isn’t the time to do so. It’s critical that everyone is on the same page about how to address questions or concerns. Plus, this is the time to express gratitude and take steps to boost morale. Make sure employees feel empowered to come to you with ideas on how to make customers happy in trying times.

Want to learn more about our customized customer service solutions? Contact us today to learn more: (877) 922-8877

Sometimes wanting to succeed is the most important piece of the puzzle.