Companies across America lose billions every year because of poor customer service. As a result, if your staffing agency or recruiting firm doesn’t provide excellent customer service, it’s going to struggle in 2020. World-class customer service builds your customer base and creates customer retention. This improves your customer service reviews and ratings. Satisfied customers tell others about their experience. The more people who hear about your excellent service, the more likely they are to do business with you.
Here are five ways to make outstanding customer service your standard.
1. Be Proactive
Proactively reach out to customers to discuss issues. If your website is down for maintenance, explain the situation to your customers, so they understand what’s happening. Even if they feel frustrated about the problem, your customers will be thankful you keep them informed. This reinforces the belief that your company is responsible and trustworthy. In situations like this, you can also rely on your company’s core values to guide your response and actions. Our core values are listed on our site, not only for our customers to rely on but also for our team to lean on.
2. Personalize Interactions
Use a personal approach to provide outstanding customer service. This makes customers feel important and shows your company cares about them and their problems. For example, we were able to personalize our communication and services because we took the time to get to know her business and better meet here needs. Check out Karen V.’s testimonial, and more, here. When you solve customers’ problems, you’re better able to retain their business. Use the customer’s name throughout your conversation. Repeat what they said earlier to show you’re listening. If you need to get in touch with them the next day to be sure the issue is resolved, ask whether phone or email is a better way to reach them.
3. Competently Handle Issues
Resolve customer issues in a competent manner. This requires substantial knowledge of your company and services, along with the power to provide solutions to problems. Being able to find customer profile information, previous conversations, and other pertinent information in one place better equips you to provide excellent customer service. Understanding their wants and needs goes a long way in adequately providing the answers your customers are looking for.
4. Use Positive Words
Speak to customers using positive language. Even if you have to deliver news they don’t want to hear, frame it in a positive manner to help the customer remain calm. Choose informative, confident, proactive language that offers a solution. For instance, if a contract worker the customer likes is currently on another assignment, let the customer know when the worker will be available. Ask what the best way is to contact the customer when the worker finishes their assignment.
5. Regularly Thank Your Customers
Thank your customers on a regular basis. Send notes to them when they first purchase your services and on each anniversary of being a customer. Send them personalized videos, discounts, or hand-written notes. Meet customers in person, or give a shout-out on social media. Show that you appreciate them, so they continue to do business with you. At Madison Resources, we have a client services department dedicated to thanking our clients and making sure they know they are appreciated.
Receive Outstanding Service from Madison Resources
Receive outstanding customer service from Madison Resources. We offer payroll funding, technology solutions, back-office services, and business intelligence to grow your staffing agency. Contact us today.