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 its personalization, i.e. tailoring of customer care to the needs of the individual clients. Your clients will feel much better if your customer service is comfortable and if the company reps talk to them on a human level. We present you several tips on how to humanize customer service and how to adjust it to your individual customers.
Autonomy of customer service agents
According to the HubSpot blog, clearly-defined systems and unified scripts are important within a company, but equally important is giving employees and customer service representatives enough autonomy to show their specific style, way of dealing with things and overall personality. Do not turn your employees into unified robots, let them use their strengths and have them do things partially their own way.
Give everybody enough time
The arch enemy of comfortable and calm interactions within 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 problem solution, it is important not to pressure clients and company representatives like it is the time that is the most important. The most important thing is always a satisfied customer and a successful solution of the given problem.
One company representative for one client
For customers not to feel as an anonymous and homogenous group in which it does not matter who the individual people are, it is good to set the system so that each client always deals with the same company representative. If it is at least a little possible, apply this system, and then build long-term relationships between the individual clients and employees of the company.
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