There has already been a lot said in our articles about the importance of customer service in connection to customer loyalty and satisfaction. Despite all the modern technologies and new systems, customer service should primarily never lose its human touch and personalization, i.e. tailoring customer care to the needs of the individual clients. Your clients will feel much better if your customer service is convenient and the company reps talk to them on a human level. Here are several tips on how to humanize customer service and adjust it to your individual customers.
Autonomy of customer service agents
According to the HubSpot blog, clearly-defined systems and unified scripts are important, but equally important is giving employees and customer service representatives enough autonomy to showcase their specific style, way of dealing with problems and overall personality. Don't turn your employees into robots, let them use their strengths and have them do things at least partially their own way.
Give everybody enough time
The arch enemy of convenient and calm interactions with customer service is time pressure. Though the efficiency of individual company reps is often quantified in the form of the average time spent on one solution, it is important not to pressure clients and company representatives into making time that the most important variable. The most important thing is always a satisfied customer and a successful solution.
One company representative for one client
In order for customers not to feel like an anonymous and homogenous group with no regard to individuals, it's good to set up the system so that each client always deals with the same company representative. If this is at all possible, apply this system, and then build long-term relationships between the individual clients and company employees.
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