At BioProcure, we believe that great customer service is the hallmark of a successful business. Customers are often fiercely loyal to the companies that really show they care, and will recommend them to all of their friends. At the same time, customers feel compelled to tell their friends and followers about companies that fall short of their customer service expectations. By providing top-notch customer service, you’ll land more sales, retain a loyal customer base, and tap new opportunities to upsell and cross-sell. Here are some effective steps you can take to help your team level up your customer service strategy, from the experts at BioProcure.
Outsource Extra Work
Overworked employees cannot be expected to provide customer service to the best of their ability. Job stress leads to high turnover rates and poor employee engagement, which hurts your customer service quality and costs your organization money. Keeping your employees happy is key!
Outsourcing extra work can help you achieve a more balanced workload for your internal team. You can work with agencies or individual freelancers to handle time-consuming business tasks like procurement, payroll, inventory management, content creation, and social media marketing. BioProcure offers white-glove procurement and accounts payable support services to our biotech clients, to help them stay on top of their order tracking, expense management, and accounting functions. We help our clients to attain a balanced and manageable workload, so that they can spend more time performing the job functions that are key to the success of their organization. By relieving your employees of extra stress, they will be better able to focus on the customer experience.
Learn What Your Customers Want
As a business owner it can be difficult to know what your customers really think about their customer service experience, but this information is key to making impactful improvements. Consider hiring a survey agency to help you understand your customers and what they think about your business. At BioProcure, we utilize a customer survey widget called SimpleSat. You can view our stellar reviews by visiting our client testimonials page here. If you are interested in implementing a similar solution, you can find and connect with experienced survey companies through online job boards like Upwork. After evaluating the results of your surveys, you should have a much better idea of what you need to work on to improve your organization’s customer service, whether it means investing in better customer support tools or focusing on employee training.
Invest in Employee Training
If you discover that your team’s customer service skills are lacking, it might be time to start looking into implementing additional training strategies. According to HubSpot, customer service training can come in many different forms—new hire training, phone or email etiquette training, ongoing training, training in specialized job skills, and emergency training for times of crisis. Here at BioProcure, we incorporate all of these training types into our employee development plan. We love to see our employees grow and succeed, and in order to do so both new and seasoned employees need to be given the tools, training, and guidance they need to be confident in their work. Our benefits package even includes tuition reimbursement for any college or university courses or degrees that will help an employee to feel more equipped to succeed in their department.
It’s also important to remember to train your employees on how best to deal with difficult customers. Many employees do not know how to best respond when someone comes to them with a complaint or blames them for something that was out of their control. When employees have a set of procedures to follow to record and resolve complaints, they’ll feel better prepared to handle difficult situations.
Provide Helpful Customer Support Tools
In addition to training, make sure your employees have access to all the tools they need to provide high-quality customer support. All kinds of customer service tools exist to streamline the support process and ensure that each and every customer enjoys a personalized experience. A great customer relationship management (CRM) system, such as Hubspot, is a good investment in your organization and the clients and customers you serve. Some other tools to consider include live chat apps, automatic callback software, self-service websites, and help ticket systems. Not only will these tools help to keep your customers happy, but they’ll also minimize employee stress and improve your overall productivity.
Offer Appreciation and Encouragement
Employees who feel appreciated are more likely to care about your business and your customers. Traditional employee recognition strategies—like gift cards and employee of the month programs—are just the bare minimum. At BioProcure we make a point of recognizing our employees for the work they do every day. For example, if an employee does an exceptional job handling a difficult situation, or receives glowing customer feedback, we let them know immediately that we are thankful for their actions and share their accomplishments with our whole team via our interoffice communication system. We also offer a variety of fun incentives and programs to encourage our team members to always strive to do the best work they possibly can. Recognize your employees for all that they do and they’ll be excited to work hard for your business!
If you want your business to grow, don’t overlook the importance of good customer service. It’s much easier to retain customers than it is to find new ones! Keep your employees happy and they’ll be able to provide customer service beyond that of your competitors.