Shopper Experience: 15 tips from world-class customer service teams

 

Kind words are worth much and cost little. This creates opportunity: when you can’t out-spend the competition, the solution is to out-support them.

When customer service is given the credence it deserves, only then do companies get to see what “word of mouth” is all about.


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15 tips for outstanding customer service

While strict rules restrain creativity and spontaneity, that doesn’t mean proven principles to fall on deaf ears. There are a number of customer service tips that have been used time and time again to create great experiences. You need to know about them.

LEA TAMBIÉN: Shopper Experience: Mejora la experiencia del cliente a través de Big Data

After years of working at Help Scout and talking to industry-leading support managers, I’ve noticed 15 recurring tips that all of the best support departments have in common.

1. Your customer service team needs the right tools

There is just no substitute for knowing your customers. The right support tools make it easy. You’d be surprised at the number of meaningful conversations you can have when you no longer have to stumble around in the dark.

It’s frustrating to be on the receiving end of support when the team isn’t outfitted correctly. I watched such a scenario unfold a while back with brand new software I was using. Like many growing companies, they falsely believed that Gmail was “okay for now.”

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