Whether it is a product bought in a store or on the internet, succeeding in reaching the customer service of the brand concerned is sometimes a real obstacle course. Let’s discover the keys to quality customer service, able to meet your consumer requirements in various and varied situations.
First and foremost, the function of customer service is to receive questions, requests for information, as well as complaints following a purchase that did not satisfy you, or worse, that completely exasperated you. We think, for example, of goods whose characteristics turn out to be different from those mentioned by their manufacturers or of appliances, furniture and other products to be assembled that were not delivered with all their parts, or an unsatisfactory customer experience (not warned of delivery, canceled order, etc.). Consumers whose product does not work and who are looking for an address to return it are also concerned.
Being put in touch with the right customer service
For pecuniary considerations or other reasons that we do not know, some brands take great pleasure in driving their dissatisfied customers to hell, like Vinted or Über. Those who clearly disseminate the contact details of their customer service are not legion: people who have comments or questions to formulate do not see a service allowing them to solve their problems.
Companies are increasingly using Frequently Asked Questions (FAQs) on their sites, and do not systematically solve problems. However, to avoid difficulties in communicate directly with customer service of a brand, it is possible to call the universal number 118500 to be quickly put in contact with the right people.
Because buyers often come up against outdated phone numbers or emails, or even to pre-recorded hotlines whose automatic messages leave no room for any discussion. If it is the Community Managers who converse with consumers on social networks, many audiences do not frequent these platforms and need another means of contact to interact with customer service.
Recognize attentive customer service
One of the first characteristics of quality customer service is undoubtedly its responsiveness, even more today than in the past. We have to concede it, we find it hard to tolerate frustration with all these communication tools at our disposal. Companies offer several solutions to be contacted and should, in theory, quickly take into account the requests of their customers.
Good customer service includes interlocutors who constantly know inform consumers courteously, including when they have some reason to be annoyed. We are thinking, for example, of those who have noticed a manufacturing defect or even the most unlucky ones, debited an incorrect sum following a transaction error.
Understanding customer expectations
In addition to their courtesy, the advisers we call on have a perfect command of our language and easily understand the questions put forward by clients. Undeniably, listening is fundamental to guarantee the quality of service over time to customers. Would you like to send photos of a damaged product? You are unable to complete the assembly of a product following receipt of an incomplete package? In principle, customer service is able to give you the address to which you can send him proof or the contact details of the after-sales service so that you can return (at their expense of course) the order.
Competent and reasonable employees are honest when they don’t have the answers to all the questions consumers ask. Thus, if the latter do not attach the correct number, they are immediately put in touch with other advisers better able to inform them with relevance. It is indeed preferable to direct a client to a team member who is able to answer them rather than to try to help him without having the required knowledge or to end the conversation. This step back testifies to his lucidity, but also a brand’s willingness to fix its mistakes.
When consumers feel despised by some unsatisfactory support or services that are very far from meeting their expectations (for example, we think of the meal delivery men who bring a dinner very late, or even worse who did not honor a customer’s order), the recognition of errors is valued. All the more so when the incriminated company makes a gesture of reparation, such as a significant promotion given on a future order or a refund for the defective product. It is illusory to think that it shows a disinterested generosity, but it helps to improve its image and undoubtedly prevents negative word of mouth.
A personalized response
It goes without saying that the call center agents who receive calls benefit from in-depth knowledge of their company. On the one hand, their regular training allows them to be aware of developments in the offers that their company promotes, but also of recurring problems facing its customers and the best possible answers to them. On the other hand, they quickly access their customer’s profile (purchases made in the past, interaction history, etc.) and find themselves in the ideal arrangements to give them satisfaction. Consumers not only ask for customer service about an incomplete order or a defective product, they are also the source of comments, suggestions and can expect recommendations for a future purchase.
A truly qualitative customer service is likely to communicate all contact details of a company useful to a customer (free phone number, email address, postal address, social networks…). Its teams are able to respond to all requests and save everyone considerable time by delivering information, proposing repair solutions or clearing up misunderstandings.