Especially now, as we primarily work from home and face-to-face interactions have significantly decreased, delivering the best possible customer service at every touchpoint is crucial.
It is expected that we will adopt a hybrid work model in the (near) future (Forbes.com). However, this new way of working brings a familiar challenge: how do you optimize your customer service when you work both remotely and in the office? We have gathered 3 valuable tips to support your SMB team in providing exceptional customer service:
Focus on the Right Communication Channels
In today's digital age, customers expect convenience and ease of communication. Make it as easy as possible for customers to contact you, especially when offices or stores have limited opening hours.
Choose a contact method that is comfortable for your customers. How more you focus on your customers' needs, the better. That can mean expanding your channels with options like WhatsApp or offering scheduled video support from your team. Transparency is crucial in communication. Ensure transparency in both internal and customer communication. For example, post frequently asked questions or updates on your website. Be clear and concise in your communication.
Prioritize Empathy for Everyone
Supporting your colleagues and customers is essential. Some may be accustomed to a hybrid work model, while others may find this new way of working more challenging.
Provide empathetic leadership. Treat your team members the same way you would treat a customer. Try to understand your team's challenges to find suitable solutions. Stay flexible and do your best to assist your customers. This can pay off in the long run. For example, you can extend the exchange and return period or reduce service fees. Offer whatever support you can to accommodate your customers with extra flexibility.
Consider Your Well-being and That of Your Team
When you feel good, you can truly provide optimal service to your customers.
Start the day with a virtual meeting to encourage personal interaction and discuss what is going well and what needs improvement. Support your remote team members and field service personnel with user-friendly tools whenever possible. A good CRM system like Salesforce ensures effective management of both internal and external relationships. Create an environment where colleagues can stay connected to maintain the team spirit that may require less effort in a physical workplace. Salesforce Anywhere is an example of such an environment that helps colleagues feel more connected. Utilize productivity apps to promote efficient remote work. For example, use Quip to enable remote teams to collaborate effectively and efficiently.
By considering these elaborations, you can create a customer-centric culture within your SMB team, leading to improved customer satisfaction, loyalty, and business growth.